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A. Dispute & Chargeback Lifecycle:
* 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).
Preferred Qualifications
* Experience with acquirers/PSPs (e.g., Fiserv/First Data, Worldpay/FIS, TSYS, Adyen, Stripe) and tools like Ethoca/Verifi Order Insight.
* Knowledge of chargeback prevention best practices.
* Intermediate Excel/Sheets; basic SQL/BI a plus.
* Exposure to merchant education/training on prevention.
* Bachelor's degree in Business/Finance/Accounting/Commerce.
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