Disputes Officer
Core
Manage end-to-end cardholder disputes, investigating claims, assessing evidence, and making decisions on chargeback eligibility to protect customer experience and ensure regulatory compliance.
Role type
Disputes Officer (Payments/Fintech)
Builds
Chargeback decisions and fraud control measures for a business credit card platform
Domain
Financial services / Payments / Fintech
Deliverable
client delivery
Required skills
Card scheme core rules knowledge, FCA regulations knowledge, complex caseload management, regulatory timescale adherence, independent ownership, meticulous investigation, fraud trend analysis
Preferred skills
Experience in cards or payments industry, process improvement drive
Technologies
Visa regulations, transaction data analysis tools
Responsibilities
Engage with cardholders to resolve transaction queries and agree on dispute approaches; Assess claims to determine validity and confirm chargeback eligibility; Conduct detailed investigations analyzing transaction data, documentation, and spending patterns; Prepare and submit chargebacks for UK and US cases ensuring compliance with Visa regulations; Communicate with customers throughout fraud investigations gathering evidence; Monitor fraud trends and collaborate with internal teams to strengthen controls
Seniority
Individual Contributor, operational level