Process Specialist

• Triage disputes (including retrievals/RFIs), validate reason codes, and decide action (accept/represent/pre-arb/arb).
• Prepare and file Compelling Evidence (CE) for representments within network/processor SLAs.
• Lead pre-arbitration negotiations; prepare arbitration submissions with accurate documentation and clear arguments.
• Track outcomes, escalate edge cases, reduce cycle times, and improve win/recovery rates.
  B.

Evidence & Documentation:

• Collect and package CE: transaction logs, AVS/CVV/3DS data, device/IP signals, delivery proof, customer communications, screenshots, T&Cs/cancellation policies, refund records, support transcripts.
• Maintain reason-code libraries and SOPs aligned to Visa Claims Resolution (VCR) and Mastercard Dispute Resolution (MDR); ensure documentation is audit-ready.
  C.

Merchant & Stakeholder Communication:

• Liaise with merchants, Customer Support, Risk, Finance, acquirers/processors, and external partners to gather data and resolve disputes promptly.
• Educate merchants on prevention (billing descriptors/testing, receipt design, refund policies, shipping/signature confirmation, post-purchase communications).
  D.

Compliance & Controls:

• Adhere to Visa/Mastercard/Amex/Discover rules and acquirer/processor guidelines; ensure evidence integrity and privacy compliance.
• Support monitoring programs (e.g., Visa VDMP/VFMP; Mastercard ECP) by supplying accurate dispute/fraud metrics.
  E.

Reporting & Continuous Improvement:

• Track KPIs: representment win rate, recovery dollars, TAT/cycle time, pre-arb avoidance, write-off reduction, dispute ratio health.
• Identify root causes and drive prevention playbooks (descriptor hygiene, friendly-fraud defenses, SCA/3DS optimization, logistics/signature policies).
• Contribute to automation/templates and quality reviews to enable First-Time-Right submissions.
• Required Qualifications
• 2–5 years in merchant disputes & chargebacks across Visa, Mastercard, Amex, Discover.
• Practical exposure to VCR/MDR workflows and phases (chargeback → representment → pre-arb → arbitration).
• Experience drafting reason-code-specific narratives and assembling CE.
• Hands-on with VROL, Mastercom/Claims Manager, Amex/Discover portals; CRM/ticketing tools.
• Strong analytical and written skills; ability to interpret payment data/logs to build a defensible case.
• High ownership, urgency, and resilience under tight deadlines; willingness to work US hours onsite (no hybrid/remote).

Education: Graduate

Preferred skills: India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking