Chargeback Operations Analyst

The Chargeback Operations Analyst is responsible for managing chargeback and card dispute operations across payment channels. This role serves as the primary point of contact for chargeback-related matters, ensuring timely case handling, effective stakeholder coordination, accurate reporting, and continuous process improvements to minimize losses and maintain operational efficiency.

Responsibilities

Chargeback Operations

• Manage end-to-end chargeback and card dispute processing.
• Review and submit dispute responses and supporting documents within required timelines.
• Coordinate with banks, payment partners, and internal teams on chargeback cases and escalations.
• Monitor chargeback queues to ensure SLA compliance and timely resolution.

Stakeholder Management

• Serve as the main point of contact for chargeback-related concerns.
• Collaborate with Customer Service, Risk, Fraud, Finance, and Business teams to resolve issues and drive improvements.
• Support discussions and operational reviews with banks, acquirers, and payment partners.

Reporting & Analysis

• Monitor chargeback performance and key operational metrics.
• Prepare regular reports and analyze trends, root causes, and opportunities for improvement.
• Provide recommendations to reduce chargeback losses and improve dispute recovery rates.

Process Improvement

• Identify and implement process improvements to enhance operational efficiency and dispute handling.
• Develop and maintain operational procedures and documentation.
• Support testing and implementation of new chargeback and payment-related initiatives.

Requirements

Required

• Bachelor's degree in Business, Finance, Economics, or a related field.
• 3–5 years of experience in payment operations, chargebacks, card disputes, or related functions.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred

• Experience working with banks, payment partners, or card payment operations.
• Familiarity with credit card disputes, transaction investigations, or fraud operations.
• Experience in e-commerce, fintech, or financial services.