Card Disputes & Chargebacks Specialist

Paymentology

5d•Remote

About The Position

The Card Authority & Disputes Administrator is responsible for the investigation and processing of chargeback claims across global card networks for Paymentology clients. The role involves validating and analysing data, ensuring accurate and timely responses in accordance with card scheme requirements, and providing expert guidance throughout the dispute resolution process. This position forms part of the Operations / Implementations / Disputes function, reports to the Chargeback & Disputes Team Lead, is a full-time remote role, and supports Paymentology customers across EMEA, LAC, and Asia regions. The Card Authority & Disputes Administrator oversees chargeback processing for clients across card networks, investigates both authorised and unauthorised disputed transactions, validates data from multiple sources, ensures accurate responses, and provides ongoing guidance and support to stakeholders in compliance with industry regulations and scheme rules.

Requirements

Strong understanding of chargeback regulations, card scheme rules, and dispute procedures.
Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Excellent verbal and written communication skills in English.
Ability to analyse complex transaction data and documentation.
Excellent negotiation and problem-solving skills.
Strong customer orientation and commitment to delighting customers.
Understanding of organisational dynamics and principles of conflict resolution.
Ability to maintain confidentiality and neutrality in the dispute resolution process.
Investigation skills and ability to handle sensitive matters.

Responsibilities

Handle claims from cardholders regarding disputed transactions.
Conduct thorough investigations, gathering relevant documentation and information.
Validate and analyse information from internal and third-party systems.
Ensure accuracy and completeness related to disputed transactions.
Determine the appropriate course of action for each dispute.
Ensure responses to disputes are accurate, well-documented, and comply with card scheme requirements.
Draft, submit, and manage responses within defined timeframes in line with regulatory standards.
Provide feedback and guidance to internal stakeholders and clients on resolved chargebacks.
Offer expertise and support as disputes continue or escalate.
Maintain and apply an up-to-date understanding of regulations and guidelines set by card scheme networks.
Ensure compliance with relevant industry standards and regulations throughout all dispute processes.