Chargeback and Payment Disputes Specialist

Що робити

• Handle disputes across all three processors. Review incoming cases, decide whether to contest them, prepare responses, and meet deadlines at every stage, including pre-arbitration and arbitration.
• Build the evidence base. Work with platform logs, account history, correspondence, session data, and device data. Understand what persuades an issuing bank and what does not.
• Analyze the causes. Regularly review processor exports and identify patterns by codes, geography, plans, timing, and transaction types.
• Find root causes in the product and eliminate them. A significant share of disputes is caused not by fraud, but by the way the product, billing, and communications are designed. Regularly go through customer journeys, identify problem areas, formulate tasks for development and support, and see them through to implementation.
• Track metrics. Calculate the dispute ratio and fraud metric for each processor, compare them with the thresholds set by payment schemes and the acquirer, and flag in advance when they are approaching those thresholds.