Role Summary:

We are seeking a detail-oriented and analytical Chargeback Analyst – Acquiring Side to manage and respond to payment disputes and chargebacks filed by cardholders through issuing banks. This role involves working closely with merchants, card networks (Visa, Mastercard, etc.), and internal teams to analyze, respond, and resolve disputes in accordance with card network rules and internal policies.

Responsibilities:

• Manage end-to-end chargeback lifecycle on the acquiring side, including notification, investigation, evidence gathering, representment, and resolution.

• Review chargebacks for validity and respond to disputes in accordance with Visa/Mastercard and other card network regulations.

• Liaise with merchants to collect compelling evidence, explain chargeback reason codes, and guide them on best practices to reduce dispute exposure.

• Analyze transaction data, merchant records, and customer communications to determine chargeback legitimacy and craft appropriate responses.

• Monitor deadlines to ensure timely submission of representments and pre-arbitration cases.

• Maintain detailed records of all chargeback activity and outcomes in internal systems and reporting tools.

• Identify trends, recurring issues, or high-risk merchants that may require further investigation or preventive measures.

• Collaborate with internal teams (e.g., Risk, Compliance, Legal, Merchant Support) to improve chargeback handling processes and merchant education.

• Stay updated with card network regulations, chargeback rule changes, and fraud trends affecting dispute resolution.

• Support the reduction of financial losses and improve win rates through strong case documentation and data-driven strategies.

Requirements:

• Bachelor’s degree in Finance, Business Administration, Risk Management, or a related field (or equivalent experience).

• 1–3 years of experience in chargeback management, payment disputes, or risk operations, preferably on the acquiring side.

• Familiarity with chargeback reason codes (Visa/Mastercard), compelling evidence requirements, and dispute timeframes.

• Strong analytical, problem-solving, and written communication skills.

• Proficiency in using chargeback portals (e.g., Visa Resolve Online (VROL), Mastercard Dispute Resolution (MDR)) and internal CRM tools.

• Attention to detail and ability to manage multiple cases under strict deadlines.

• Knowledge of merchant acquiring, payment processing, and e-commerce fraud is a plus.

Preferred Skills:

• Certification in chargeback/dispute management (e.g., from Mastercard, Visa, or third-party training).

• Experience working with large merchant portfolios or payment service providers (PSPs).

• Understanding of PCI compliance and general risk/fraud monitoring systems.

• SQL or data analytics skills to support root-cause analysis and reporting.