Dispute and Chargeback Specialist

Position Summary:
We are seeking a dedicated Dispute and Chargeback Specialist to take ownership of all dispute and chargeback matters across various payment channels. The ideal candidate will be adept at identifying root causes, resolving cases promptly, and proactively implementing preventative measures to reduce future chargebacks. If you have a keen eye for detail and a passion for problem-solving, we’d love to hear from you.

Key Responsibilities:
Dispute and Chargeback Resolution
- Manage all dispute and chargeback cases, focusing on Ethoca and PPRO (excluding Klarna).
- Investigate each case thoroughly, gather supporting documentation, and coordinate with relevant stakeholders.
- Ensure timely responses and resolutions within designated service-level agreements (SLAs).

Chargeback Analysis and Prevention
- Track and analyze chargeback trends to identify underlying issues.
- Develop and recommend strategies to minimize chargebacks, improve processes, and enhance fraud prevention measures.
- Collaborate with Payment Operations and Finance teams to refine chargeback dispute workflows.

Communication and Reporting
- Prepare regular reports on dispute and chargeback performance metrics, highlighting trends and recommending improvements.
- Coordinate with customers, financial institutions, and internal teams to expedite resolution of disputed transactions.
- Participate in weekly evaluation calls to share insights, updates, and recommendations.

Process Improvement and Collaboration
- Work closely with cross-functional teams—such as Risk, Operations, and Customer Support—to refine existing policies and develop new procedures.
- Stay updated on industry regulations, chargeback rules, and best practices to maintain compliance and protect the company’s interests.