Hiring For Process Specialist (Fraud detection & Credit Cards)

Job Description

Job Details: Job Level: 3A Designation: Process Specialist Experience: 2 to 4 years Location: Bangalore (Work from Office) Shifts: Flexible to work with any shift Job Summary: We are seeking a detail-oriented and analytical Process Specialist to join our Dispute Management team, specifically focused on the MasterCard Dispute Process . This role is responsible for handling end-to-end chargeback and dispute processes in compliance with MasterCard guidelines and timelines. The ideal candidate will have a strong understanding of payment card industry rules and dispute lifecycle management, with a focus on delivering exceptional service and minimizing financial loss. Key Responsibilities: Dispute Case Management: Process incoming MasterCard dispute cases, chargebacks, representments, pre-arbitration, and arbitration claims in accordance with network rules. Rule Compliance: Ensure full adherence to MasterCard regulations, internal compliance standards, and service-level agreements (SLAs). Documentation & Evidence Gathering: Collect and compile necessary documentation and transaction data to support or defend dispute claims. Communication: Coordinate with issuing/acquiring banks, merchants, internal teams, and MasterCard representatives to resolve disputes effectively. Reporting & Analysis: Generate and review regular reports on dispute trends, win/loss ratios, and root cause analysis to identify improvement opportunities. Process Improvement: Recommend and assist in the implementation of process improvements to enhance efficiency and accuracy. Training & Mentoring: Support training efforts for new hires or junior staff on dispute processes and updates in MasterCard rules. Qualifications & Experience: Any Graduate 2+ years of experience in chargeback/dispute resolution, preferably with MasterCard. Strong knowledge of MasterCard chargeback regulations and dispute lifecycle. Experience working with dispute case management tools and banking systems. Proficiency in Microsoft Office Suite (especially Excel and Outlook). Skills & Competencies: Excellent attention to detail and accuracy. Strong analytical and problem-solving skills. Good written and verbal communication skills. Ability to manage multiple priorities and meet strict deadlines. Team player with a proactive and process-oriented mindset. Preferred Qualifications: Prior experience in a BPO/Shared Services environment. MasterCard certification or formal training on dispute resolution (optional but preferred). Familiarity with Visa dispute processes (as a secondary skill).