Payments Dispute and Chargeback Specialist

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

📋 Description

• Oversee the complete chargeback process, from the initial dispute notification to the final resolution.

• Evaluate incoming disputes from Stripe and various other payment processors.

• Comprehend and classify disputes according to card network reason codes.

• Ensure timely responses to disputes, adhering to required deadlines.

• Investigate transactions and customer behaviors to assess the legitimacy of disputes.

• Analyze pertinent information, including transaction history, account activities, IP addresses, device details, billing and shipping information, and customer communication records.

• Identify instances of possible friendly fraud, unauthorized transactions, or policy violations.

• Prepare and submit organized evidence packages to challenge chargebacks.

• Collect documentation, including proof of service or delivery, billing descriptors and transaction specifics, customer communications, support interactions, terms of service acknowledgment, refund policy acknowledgment, and account activity logs.

• Monitor dispute trends to detect fraud patterns or abusive behaviors.

• Highlight suspicious transactions and collaborate with internal teams to mitigate risks.

• Assist in enhancing internal fraud detection and prevention mechanisms.

• Collaborate closely with Customer Support to resolve disputes proactively before they escalate into chargebacks.

• Work in conjunction with Finance and Payments Operations on reporting and reconciliation tasks.

• Track and report essential metrics such as chargeback ratio, dispute win rate, dispute resolution time, and trends in fraud.

⛳️ Requirements

• Minimum of 4 years of experience managing chargebacks, payment disputes, or fraud investigations.

• Familiarity with Stripe, NMI, or other payment gateways.

• In-depth understanding of Visa, Mastercard, and card network dispute processes.

• Exceptional attention to detail and strong analytical skills.

• Experience in compiling evidence and documentation for disputes.

• Proficient written communication skills, particularly for bank dispute responses.

• Ability to thrive in a fast-paced startup environment.

🏝️ Benefits

• Health insurance.

• Options for remote work.