Chargeback Analyst

We are looking for an experienced Subject Matter Expert (SME) Chargeback Analyst with deep domain expertise in managing e-commerce disputes from the merchant side. The role involves overseeing fraud and non-fraud chargebacks across all card networks, optimizing evidence strategies, guiding junior analysts, and improving dispute recovery rates. The ideal candidate should have hands-on experience with processor portals, payment gateways, CRM tools, and a strong track record of improving win ratios while achieving daily operational targets.

Key Responsibilities:

• Lead and support chargeback handling for card-not-present (CNP) transactions across all major card networks (Visa, MasterCard, Amex, Discover, etc.).
• Act as the escalation point and subject matter expert for complex fraud and non-fraud dispute cases.
• Oversee and guide the end-to-end process of gathering evidence from CRMs and payment systems to build strong representments.
• Operate across multiple processor portals (Stripe, Adyen, Worldpay, PayPal, etc.) and ensure compliance with individual card scheme regulations.

Utilize CRM platforms (e.g., Shopify, Salesforce, Magento, Zendesk) to extract customer data and communication records to support chargeback rebuttals.

Drive improvement in win ratios through analysis, training, and continuous enhancement of evidence strategies.

Ensure the team meets or exceeds daily productivity and quality targets through mentorship and SOP optimization.

Provide training and ongoing guidance to chargeback analysts to ensure consistent application of best practices.

Identify root causes of recurring disputes and work cross-functionally to address gaps in fraud controls or customer service.

Monitor updates to card network rules and ensure team alignment with industry standards.

Requirements:

4+ years of hands-on experience in e-commerce chargeback and dispute resolution, with a focus on the merchant side.

Strong knowledge of chargeback lifecycle and rules across all card networks in CNP environments.

Expertise in using multiple processor portals and gateways for chargeback handling.

Proficient with CRM tools to extract data for evidence compilation.

Demonstrated success in improving dispute win ratios and achieving operational targets.

Experience in coaching and mentoring junior team members.

Strong analytical, communication, and process optimization skills