About The Team
The Chargeback Operations Analyst is responsible for managing chargeback and card dispute operations across payment channels. This role serves as the primary point of contact for chargeback-related matters, ensuring timely case handling, effective stakeholder coordination, accurate reporting, and continuous process improvements to minimize losses and maintain operational efficiency.
Job Description
Chargeback Operations
- Manage end-to-end chargeback and card dispute processing.
- Review and submit dispute responses and supporting documents within required timelines.
- Coordinate with banks, payment partners, and internal teams on chargeback cases and escalations.
- Monitor chargeback queues to ensure SLA compliance and timely resolution.
Stakeholder Management
- Serve as the main point of contact for chargeback-related concerns.
- Collaborate with Customer Service, Risk, Fraud, Finance, and Business teams to resolve issues and drive improvements.
- Support discussions and operational reviews with banks, acquirers, and payment partners.
Reporting & Analysis
- Monitor chargeback performance and key operational metrics.
- Prepare regular reports and analyze trends, root causes, and opportunities for improvement.
- Provide recommendations to reduce chargeback losses and improve dispute recovery rates.
Process Improvement
- Identify and implement process improvements to enhance operational efficiency and dispute handling.
- Develop and maintain operational procedures and documentation.
- Support testing and implementation of new chargeback and payment-related initiatives.
Requirements
Required
- Bachelor's degree in Business, Finance, Economics, or a related field.
- 3–5 years of experience in payment operations, chargebacks, card disputes, or related functions.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
Preferred
- Experience working with banks, payment partners, or card payment operations.
- Familiarity with credit card disputes, transaction investigations, or fraud operations.
- Experience in e-commerce, fintech, or financial services.
