Chargeback Specialist

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

📋 Description

• Manage incoming chargebacks in compliance with Visa and Mastercard scheme regulations.

• Oversee the entire dispute lifecycle: initial chargeback, representment, pre-arbitration, arbitration, and collaboration/pre-dispute matters.

• Analyze transaction data to create persuasive representments and compile supporting documentation.

• Handle disputes across a varied merchant portfolio encompassing low- to high-risk profiles and different business models, including one-time and recurring billing processes.

• Customize representment and dispute strategies based on the merchant's risk profile and transaction model.

• Monitor chargeback ratios related to merchant activities and identify trends or spikes that may require further investigation.

• Assess merchant performance against scheme monitoring benchmarks (Visa VAMP, Mastercard ECM/EFM) and highlight emerging risks.

• Utilize dispute prevention and deflection tools (such as Ethoca Alerts, Verifi Order Insight/CDRN, Visa RDR) to minimize dispute volume.

• Collaborate with internal teams, including Risk, Settlement, and Compliance.

• Communicate with issuer banks, acquiring banks, processors, and merchants to address dispute-related inquiries.

• Continuously review dispute procedures and recommend enhancements to improve win rates.

• Adhere to strict scheme response deadlines and SLAs while maintaining high quality standards.

• Keep abreast of scheme rules, regulatory updates, and industry best practices in dispute management.

• Perform any other related duties or responsibilities as assigned.

⛳️ Requirements

• At least 2 years of experience in dispute management, ideally in a PSP, EMI, or acquiring bank.

• Practical experience managing chargebacks for merchants across the full risk spectrum, from low-risk to high-risk sectors.

• Strong knowledge of Visa and Mastercard scheme rules and the complete dispute process.

• Experience with dispute prevention/deflection tools (such as Ethoca, Verifi Order Insight/CDRN, RDR) is highly advantageous.

• Understanding of scheme monitoring programs and thresholds (VAMP, ECM/EFM) and their impact on portfolio ratios.

• Exceptional attention to detail with robust organizational and documentation skills.

• Ability to analyze transaction flows, identify anomalies, and clearly present findings.

• Comfortable working in a dynamic environment and managing multiple cases concurrently to meet strict deadlines.

• Excellent written communication skills in a formal and professional tone.

• Strong problem-solving abilities and capability to work independently while remaining aligned with team objectives and guidance.

• Proficiency in English and Russian (additional languages are a plus).

• Skilled in Microsoft Office, with a strong emphasis on Excel being highly desirable.

• Higher education in banking or economics, along with experience in a regulated financial environment, is considered a plus.

🏝️ Benefits

• Opportunity to influence the future of fintech solutions within a developing company.

• Collaborative, flat team structure that appreciates your expertise and ideas.

• Ongoing learning and development opportunities to advance your skills and career progression.

• Competitive salary and benefits package.