9 Chargeback Management Jobs

As an Agent in this role, your main responsibilities will include managing chargebacks, Ethoca alerts, order processing, and minor billing escalations. You will need to review and respond to chargeback claims promptly and accurately, compile necessary documentation to dispute unauthorized claims, and monitor chargeback trends to identify potential fraud patterns. It is crucial to act swiftly on Ethoca alerts to reduce financial impact by addressing fraudulent transactions and escalate unresolved issues to HQ. You will also be responsible for monitoring order completion, managing follow-up tasks, and addressing any issues affecting order processing. Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, ensuring a satisfactory resolution within established SLA timelines, is also part of your role. Accurate documentation is key in this position. You must log and update records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations. Maintaining organized and up-to-date documentation is essential to support reporting and ensure data integrity. In terms of reporting and feedback, you will generate reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends and potential areas for improvement. Providing feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries is also part of your responsibilities. Core Requirements: - Experience in billing, finance, or a similar administrative support role is preferred, with familiarity in SaaS or subscription-based services. - Attention to detail is crucial in processing orders, handling chargebacks, and addressing billing issues. - Clear and professional written and verbal communication skills are necessary to handle billing inquiries and chargeback documentation. - Strong organizational skills are required to prioritize and manage multiple financial and administrative tasks efficiently. Desired Skills: - Familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. - Experience working with billing systems or financial software to manage transactions and resolve billing inquiries. - Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics: - Chargeback Response Rate: Timeliness and effectiveness in managing chargeback claims. - Ethoca Alert Handling: Prompt and efficient resolution of Ethoca alerts. - Order Accuracy: Accuracy in processing orders and maintaining transaction records. - Billing Resolution Time: Efficient handling of minor billing escalations within SLA requirements. - Error Rate: Minimal errors in documentation, order processing, and financial transactions.,

What You Will Do: Mitigate risks associated with chargebacks and customer disputes by implementing robust and standardized processes across business units to reduce occurrences Continuously improve and update the chargeback and dispute service system according to card scheme rules and requirements, focusing on process optimization Provide support to the team handling day-to-day operations, assisting in issue escalations and ensuring efficient resolution Collaborate with relevant business heads and senior stakeholders to conduct regular reviews, sharing insights on trends and strategies related to chargeback management Increase awareness of effective chargeback and dispute handling mechanisms among both internal and external stakeholders through education and communication initiatives What You Will Need: 0-2 years of hands-on experience in managing chargeback and dispute processes, demonstrating a deep understanding of industry best practices and compliance standards Proficiency in managing multiple projects and programs simultaneously, ensuring their timely execution and meeting set objectives Analytical mindset with excellent problem-solving skills Ability to work independently and collaboratively in a fast-paced environment Strong attention to detail and ability to handle sensitive information with discretion Excellent communication skills, both verbal and written Note: The ideal candidate should be flexible and comfortable working in rotational shifts, including night shifts, as per business requirements. Show more Show less

The ideal candidate for this position will be responsible for various tasks related to chargeback management, dispute resolution, compliance, reporting, and communication. Your primary duties will include handling chargeback requests, investigating transaction details, and collecting necessary documentation to support disputes. Additionally, you will work closely with merchants, banks, and internal teams to resolve disputes effectively. It will be your responsibility to ensure that all chargeback processes comply with relevant regulations and card network rules. You will also be required to generate reports on chargeback trends, analyze data to identify patterns, and provide valuable insights for improvement. Clear and timely communication with customers, internal teams, and external partners will be a key aspect of this role. Strong communication skills will be essential in maintaining effective relationships and ensuring smooth operations.,

As a Fraud Investigator at Cashfree, your primary responsibility will be to collaborate with cyber cells, banks, and other stakeholders to investigate and resolve unauthorized/fraudulent transactions. You will respond to and manage incidents related to fraud, working swiftly to mitigate risks and minimize potential losses. Additionally, you will be required to prepare detailed reports and documentation for internal use and for submission to regulatory bodies or law enforcement agencies as necessary. Effective communication is key in this role, as you will be expected to communicate with internal and external stakeholders, providing updates on ongoing investigations and risk management activities. Serving as a bridge between Cashfree and local law enforcement agencies, you will facilitate information sharing and cooperation to ensure a swift resolution of fraudulent activities. Furthermore, you will play a crucial role in mitigating risks associated with chargebacks and customer disputes by implementing robust and standardized processes across business units. Your responsibilities will also include continuously updating the chargeback and dispute service system according to card scheme rules and requirements, focusing on process optimization. In addition to your investigative duties, you will provide support to the team handling day-to-day operations, assisting in issue escalations and ensuring efficient resolution. Your insights on trends and strategies related to chargeback management will be valuable in enhancing the overall fraud prevention efforts of the organization. To excel in this role, you must possess excellent verbal and written communication skills to effectively convey information and build relationships. A keen analytical mind with exceptional problem-solving abilities will be essential in identifying and addressing fraudulent activities. You should be able to work both independently and collaboratively in a fast-paced environment, demonstrating strong attention to detail and the ability to handle sensitive information with discretion. If you are looking to contribute to a dynamic team dedicated to combating fraud and enhancing risk management practices, this role at Cashfree offers a challenging and rewarding opportunity for you to make a difference.,

PayGlocal is a global payments company that fosters global commerce. Our suite of offerings facilitatescross-border payments and solve the challenges surrounding it through three main pillars - the business, the experience and the associated risk. Founded by finance veterans and experts, our understanding of merchant business, international business, security and regulatory standards help build impactful payment solutions. We partner with large enterprises and export merchants for seamless customer payment journeys. Be a part of lasting innovation - create new products, new processes and new standards. Join us to help us shape the future of payments. Position Summary We are seeking a passionate and driven Chargeback AM/ Manager to join our vibrant team. In this role, you will be the frontline champion, managing chargeback cases, analyzing disputes, gathering evidence, submitting disputes, resolving claims, and preventing future chargebacks. You will also collaborate with various teams and ensure compliance with industry regulations. If youre detail-oriented and are excited about the payments industry, we want to hear from you. What will you work on? Chargeback Management : Handling chargeback requests, investigating transaction details, and gathering necessary documentation to support disputes• Dispute Resolution: Working with merchants, banks, and internal teams to resolve disputes related to chargebacks. • Compliance: Ensuring all chargeback processes adhere to relevant regulations and card network rules. • Reporting and Analysis: Generating reports on chargeback trends, analyzing data to identify patterns, and providing insights for improvement. • Communication: Maintaining clear and timely communication with customers, internal teams, and external partners Required Qualifications: 3-5 years of relevant experience in Chargeback management, dispute resolution. Preferable experience in Domestic UPI dispute handling process.• Understanding of payment processing, card network rules, and relevant regulations.• Ability to analyze data, identify trends, and draw conclusions• Strong organizational skills with the ability to manage and prioritize tasks effectively.• Ability to work effectively with other teams and departments.

You will collaborate with Finance, Operations, Marketing, and IT teams to reconcile transactions and resolve settlement discrepancies. Additionally, you will support fraud prevention teams by monitoring suspicious activities and implementing risk mitigation strategies. To excel in this role, you must have proficiency in SQL, Excel, and/or BI tools for analysis and reporting. Hands-on experience with transaction monitoring tools and data analytics platforms is also essential. Preferred qualifications include experience with chargeback management and fraud detection strategies, along with a Bachelor's degree in Business, IT, or a related field. Your strong analytical and problem-solving skills, coupled with an ability to identify trends and root causes, will be crucial for success in this position. Effective communication and stakeholder management skills are required to interact efficiently with various teams. Familiarity with PCI-DSS compliance and industry regulations would be advantageous for this role.,

As an Agent in this role, you will be responsible for managing chargebacks, Ethoca alerts, order processing, and minor billing escalations. Your primary duties will include the following: Chargeback Management: You will review and respond to chargeback claims in a timely and accurate manner, compiling necessary documentation and evidence to dispute unauthorized claims when applicable. It will be crucial to monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to help mitigate future disputes. Ethoca Alerts: Acting swiftly on Ethoca alerts is essential to reduce potential financial impact by proactively addressing fraudulent transactions and unauthorized purchases. You will be responsible for documenting Ethoca cases and escalating unresolved issues to HQ. Order Processing: Monitoring order completion, managing related follow-up tasks, and addressing issues affecting order processing will also be part of your responsibilities. Billing Escalations: Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, is crucial. You must ensure a satisfactory resolution within established SLA timelines. Documentation: Accurately logging and updating records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations is necessary. Maintaining organized and up-to-date documentation will support reporting and ensure data integrity. Reporting and Feedback: Generating reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends, patterns, and potential areas for improvement is a key aspect of the role. Providing feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries is also expected. Core Requirements: - Experience: Previous experience in billing, finance, or a similar administrative support role; familiarity with SaaS or subscription-based services is preferred. - Attention to Detail: High accuracy and attention to detail in processing orders, handling chargebacks, and addressing billing issues. - Communication Skills: Clear and professional written and verbal communication skills to handle billing inquiries and chargeback documentation. - Organizational Skills: Strong ability to prioritize and manage multiple financial and administrative tasks efficiently. Desired Skills: - Fraud Prevention Awareness: Familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. - Billing Systems and Financial Software: Experience working with billing systems or financial software to manage transactions and resolve billing inquiries. - Analytical Skills: Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics: Your performance will be evaluated based on the following Key Performance Indicators (KPIs): - Chargeback Response Rate - Ethoca Alert Handling - Order Accuracy - Billing Resolution Time - Error Rate Overall, this role requires strong attention to detail, effective communication skills, organizational abilities, and a focus on fraud prevention and customer satisfaction to successfully manage chargebacks, Ethoca alerts, order processing, and billing escalations.,

Job Overview: We are seeking a Business Analyst - Payment Gateway to join our Tech and Product team. This role is critical to ensuring seamless transaction processing for our Travel OTA platform. The analyst will monitor and analyze the performance of our payment gateway systems, work with both internal and external stakeholders, and play a key role in improving payment success rates, reducing fraud risk, and enhancing the overall customer payment experience. Key Responsibilities: Monitor and analyze payment gateway performance metrics including transaction success rates, failure reasons, chargebacks, and fraud trends. Investigate payment failures, analyze root causes, and collaborate with internal teams and payment service providers to improve success rates. Perform data-driven analysis on booking and payment trends to optimize payment processing efficiency and boost conversions. Collaborate with Finance, Operations, Marketing, and IT teams to reconcile transactions and resolve settlement discrepancies. Support fraud prevention teams by monitoring suspicious activities and implementing risk mitigation strategies. Manage relationships with payment gateway providers, ensuring SLAs are met and resolving technical or operational issues promptly. Assist support teams in troubleshooting and resolving customer payment-related issues. Generate and maintain regular reports on key payment performance indicators such as authorization rates, chargeback ratios, and processing fees. Stay up to date on industry best practices, compliance standards, and emerging payment technologies. Key Requirements: 5 to 8 years of experience in payment processing, fintech, e-commerce, or Travel OTA industry. Bachelor's degree in Information Technology, Computer Science, or a related field. Proficiency in SQL, Excel, and/or BI tools for analysis and reporting is a must. Strong understanding of payment gateways, PSPs, acquiring banks, and fraud prevention systems. Hands-on experience with transaction monitoring tools and data analytics platforms. Experience with chargeback management and fraud detection strategies is preferred. Familiarity with PCI-DSS compliance and industry regulations is a plus. Strong analytical and problem-solving skills with an eye for trends and root cause identification. Excellent communication and stakeholder management skills.

Duties and Responsibilities: Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets. To proactively maintain regular engagement with key client contacts in line with client expectations. Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures. Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized. To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and that they understand the needs of their teams. Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics Accountable to do gap analysis of the projects, revenue and profitability analysis, resource utilization to improve operational efficiencies. Should conduct periodic progress reviews with detailed reporting and business reviews. Accountable to do continuous identification implementation of operational best practice through interaction with the wider team. Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream. Ability to build and maintain SOPs and ensure accountability of the processes. Ability to demonstrate been able to translate business strategy into day-to-day delivery Setting and reviewing Quality performance standards Lead and manage a team of AMs/Supervisors/Team Leads/Analysts whose responsibilities are as below: Review cases due to credit card fraud and investigate the case to find a solution. Login to CRM/Payment Processor/Payment Gateway/Card networks to retrieve relevant information to fight the case and create a dispute packet with compelling evidence to file with the Issuing Bank to win the case in clients favor. Processing and disputing credit card charge backs and inquiries to recover funds - including investigations of Chargebacks and communications with external partners. drives operational excellence across processes, playing a critical role in designing programs that enhance the client experience. Oversee and meticulously reconcile the workflow of Prevention Alerts, Order Intelligence (OI), and Rapid Dispute Resolution (RDR) within provider systems. Manage the 24/7 Alerts and Follow-Up processing team, ensuring prevention alerts are processed within 24 hours per Visa/Mastercard guidelines. Track SAFE and TC40 fraud reports, taking necessary actions and reporting back to merchants based on fraud indicators. Provide leadership to the Prevention Alerts Department, aligning the team as strategic business partners to understand business goals, issues, and needs, and proactively identify and resolve opportunities impacting team and individual performance. Develop work procedures for the Alerts & Follow-Up team, assisting in overseeing the performance and budgeting for operational works of these divisions. Develop reward plans and KPIs for the Alerts & Follow-Up team, lead performance diagnostics of the team, conduct performance reviews on subordinates, and submit for review. Role & responsibilities Preferred candidate profile Job Requirements: 15 to 20 years of strong operational/project/program management experience. Bachelor's degree required in business management, engineering, e-finance, chargeback or related field experience, master's degree a plus. Work experience related to Chargeback Management / Payment related process would be an added advantage. Proven ability to establish credibility with employees and business partners, the ability to build consensus and achieve goals through influence versus direct line authority. Extremely strong call center management experience is essential to be a success in this role. Excellent leadership, people management, communication and influencing skills at a senior level. Should be familiar with BFSI process / US payment regulations. Should be able to work with different data sets for different clients from different industries. Should be flexible to work in Night shifts.