JOB DESCRIPTION
Chargeback & Dispute Specialist – Payment Reconciliation
Function: Payments / Finance Operations
Role Overview
We are seeking a detail-oriented Chargeback & Dispute Specialist to manage the end-to-end chargeback
and dispute lifecycle for our payments business. The role covers dispute investigation, representments,
pre-arbitrations and arbitrations, and refund-related disputes across payment gateways, acquiring banks
and card networks.
The successful candidate will work with payment gateways, acquiring banks and card networks
(including Visa, Mastercard, RuPay and NPCI-related payment flows) to prepare evidence, meet scheme
deadlines, minimise financial losses and protect business revenue. The role will also support the
onboarding of a new lending partner and seven newly added Merchant IDs (MIDs), ensuring disputes
raised against these MIDs are tracked and handled correctly from day one.
Key Responsibilities
Dispute and chargeback management
• Manage the end-to-end lifecycle of service chargeback disputes, fraud claims and
representments, from notification to final outcome.
• Review each dispute, identify the reason code and decide whether to accept the claim or
contest it.
• Ensure accurate documentation and submission within the applicable scheme deadlines.
• Maintain a complete, auditable record of every dispute, including evidence submitted, dates,
status and outcome.
Representment and evidence preparation
• Investigate transactions across payment gateway data, internal ledgers and customer or loan
records to build the factual case.
• Compile clear evidence packs, such as proof of service or repayment, customer authorisation,
communication logs and transaction details.
• Prepare concise, well-supported representment responses that address the stated reason code
directly.
Pre-arbitration and arbitration
• Manage pre-arbitration and arbitration cases by compiling complete evidence dossiers.
• Prepare clear, well-supported arguments to contest invalid claims and track each case to
closure.
• Escalate high-value or complex cases to the hiring manager and Finance stakeholders in good
time.
Refunds and fraud claims
• Review refund-related disputes and fraud claims, and confirm refund status and amounts
against gateway and ledger records.
• Identify refund variances and coordinate corrections with payment gateway partners.
Partner coordination
• Coordinate with payment gateways, acquiring banks and card network contacts on dispute
status, deadlines and evidence requirements.
• Support the new lending partner and the seven new MIDs by tracking disputes per MID and
keeping clear records for each.
Reporting and loss analysis
• Prepare regular reports on dispute volumes, reason codes, win and loss rates, financial exposure
and ageing for Finance and Operations.
• Analyse trends to identify the root causes of chargebacks and recommend preventive actions.
Process improvement
• Work with Engineering, Product and Operations teams to improve evidence capture, dispute
workflows and data feeds.
• Contribute to standard operating procedures and checklists for dispute handling.
Required Qualifications and Skills
• Experience: 1–2 years of hands-on experience in chargebacks, representments, pre-arbitrations
and arbitrations, preferably in FinTech, e-commerce or payment gateways.
• Payment and dispute knowledge: Understanding of card-network dispute regulations and
workflows, including Visa, Mastercard, RuPay and UPI-related payment flows, as well as
payment refund processes.
• Analytical skills: Strong analytical thinking and investigation skills, with close attention to detail.
• Communication: Strong documentation and written communication skills, able to present a
case clearly and concisely.
• Technical skills: Working proficiency in Excel (including VLOOKUP and Pivot Tables) and SQL for
pulling and checking transaction data.
• Education: Bachelors degree in Finance, Commerce, Business Administration, Risk Management
or a related field.
Preferred Qualifications
• Experience handling disputes for a lending, loan-repayment or collections business.
• Familiarity with chargeback management tools or gateway dispute dashboards.
• Exposure to multi-MID setups and to onboarding a new partner or merchant.
• Basic understanding of payment gateway settlement cycles and fee deductions.
Key Competencies
• Meets deadlines reliably and works well under time pressure.
• Methodical and accurate, with a habit of checking evidence before submission.
• Clear written communicator who builds persuasive, factual arguments.
• Works collaboratively with external partners and internal Finance, Operations, Engineering and
Product teams.
• Takes ownership of cases and follows them through to closure.
Key Focus Areas
• Timely and accurate dispute handling within applicable scheme deadlines.
• Strong evidence quality and a high rate of successful representments.
• Early identification of chargeback trends and fraud patterns, with clear loss reporting.
• Clear, consistent dispute reporting for the new lending partner and the seven new MIDs.
