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Job Description: 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. Job Types: Full-time, Permanent Pay: ₹300,000.00 - ₹800,000.00 per year Benefits: Provident Fund Schedule: Day shift Education: Bachelor's (Preferred) Experience: Chargeback: 1 year (Preferred) Work Location: In person
