Analista de Disputas y Contracargos

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Manage disputes and chargebacks using proprietary tools and those from franchises (VROL-MASTERCOM).

• Analyze merchants involved in disputes and chargebacks to identify risks of chargeback fraud, high levels of disputes, and risk behaviors.

• Implement specific procedures, including calls, follow-ups with merchants, and requests for visits.

• Assist in reviewing and analyzing anti-fraud measures, rules, and other criteria.

• Establish new criteria for the company’s anti-fraud measures as an acquirer.

• Support the continuous improvement of internal systems for managing disputes and chargebacks.

• Investigate specific customer chargeback cases and enhance the fraud management program.

• Analyze disputed transactions to determine whether to process or cancel a chargeback.

• Process chargebacks in accordance with internal policies and procedures and franchise rules.

⛳️ Requirements

• Technologist, student, or professional in administrative fields.

• Experience in financial institutions, Fintech, or startups as a Chargeback and Dispute Analyst.

• Minimum of 6 months of experience in the dispute systems of credit/debit card brands.

• Customer service experience, making calls to merchants and/or cardholders.

• Basic knowledge of the dispute process and banking operations.

• Customer service expertise.

• Knowledge of payment methods (debit and credit).

• Intermediate Excel skills.

• Teamwork capabilities.

• Problem-solving skills.

🏝️ Benefits

• Full-time remote work.

• Health insurance policy.

• Financial support for education.

• World-class technologies and processes.

• Additional days off beyond regular vacation.

• Visual health bonus.

• Emotional well-being support.