Chargeback and Fraud Analyst

Job Description

Job Title: Chargeback Analyst Department: Risk/Fraud Operations Reports To: Lead/Assistant Manager Location: [WFO] Job Type: Full-Time Job Description: We are hiring a Chargeback Analyst – Merchant Side (E-commerce) with proven experience in managing fraud and non-fraud disputes across all major card networks in a card-not-present (CNP) environment. The ideal candidate will have hands-on experience with processor portals, gateways, and CRM systems, and a strong focus on gathering compelling evidence to increase win rates and achieve daily resolution targets. Key Responsibilities: ● Handle end-to-end chargeback workflows for card-not-present (CNP) transactions across Visa, MasterCard, Amex, Discover, and other card networks. ● Analyze and respond to both fraud and non-fraud chargebacks with a focus on evidence- based representments. ● Extract and compile transaction data, customer communication, and supporting documents from payment gateways and CRM systems (e.g., Shopify, Salesforce, Zendesk, Magento, etc.). ● Operate efficiently across multiple processor portals (Stripe, PayPal, Adyen, Worldpay, etc.) to manage dispute cases. ● Prepare and submit chargeback responses to processors within strict deadlines, adhering to card network rules. ● Continuously monitor dispute win/loss outcomes and take corrective actions to improve recovery and reduce revenue loss. ● Work closely with customer service and fraud teams to ensure accurate and complete dispute documentation. ● Identify dispute trends and root causes to suggest improvements in fraud prevention and customer service. ● Maintain high accuracy while meeting daily productivity targets and internal quality standards. ● Aim to increase chargeback win ratio through effective documentation and strategic representment practices. Requirements: ● 3-4 years of hands-on experience handling e-commerce chargebacks from the merchant side. ● Strong understanding of card network rules and dispute handling processes in a CNP environment. ● Proficient in using multiple processor portals and payment gateways. ● Skilled in CRM tools for pulling customer history and communication to support dispute responses. ● Experience in compiling and submitting effective evidence to maximize representment success. ● Proven ability to meet daily targets and work under time-sensitive conditions. ● Strong communication, analytical, and documentation skills. Job Type: Full-time Pay: ₹300,000.00 - ₹500,000.00 per year Benefits: Provident Fund Schedule: Night shift Application Question(s): current ctc and notice period ? Experience: chargeback and disputes handling: 4 years (Required) Shift availability: Night Shift (Required) Work Location: In person