JOB DESCRIPTION
Chargeback & Dispute Specialist – Payment Reconciliation
Function: Payments / Finance Operations
Role OverviewWe are seeking a detail-oriented Chargeback & Dispute Specialist to manage the end-to-end chargebackand dispute lifecycle for our payments business. The role covers dispute investigation, representments,pre-arbitrations and arbitrations, and refund-related disputes across payment gateways, acquiring banksand card networks.The successful candidate will work with payment gateways, acquiring banks and card networks(including Visa, Mastercard, RuPay and NPCI-related payment flows) to prepare evidence, meet schemedeadlines, minimise financial losses and protect business revenue. The role will also support theonboarding of a new lending partner and seven newly added Merchant IDs (MIDs), ensuring disputesraised against these MIDs are tracked and handled correctly from day one.

Key ResponsibilitiesDispute and chargeback management• Manage the end-to-end lifecycle of service chargeback disputes, fraud claims andrepresentments, from notification to final outcome.• Review each dispute, identify the reason code and decide whether to accept the claim orcontest it.• Ensure accurate documentation and submission within the applicable scheme deadlines.• Maintain a complete, auditable record of every dispute, including evidence submitted, dates,status and outcome.Representment and evidence preparation• Investigate transactions across payment gateway data, internal ledgers and customer or loanrecords to build the factual case.• Compile clear evidence packs, such as proof of service or repayment, customer authorisation,communication logs and transaction details.• Prepare concise, well-supported representment responses that address the stated reason codedirectly.Pre-arbitration and arbitration• Manage pre-arbitration and arbitration cases by compiling complete evidence dossiers.• Prepare clear, well-supported arguments to contest invalid claims and track each case toclosure.• Escalate high-value or complex cases to the hiring manager and Finance stakeholders in goodtime.Refunds and fraud claims• Review refund-related disputes and fraud claims, and confirm refund status and amountsagainst gateway and ledger records.• Identify refund variances and coordinate corrections with payment gateway partners.Partner coordination• Coordinate with payment gateways, acquiring banks and card network contacts on disputestatus, deadlines and evidence requirements.• Support the new lending partner and the seven new MIDs by tracking disputes per MID andkeeping clear records for each.Reporting and loss analysis• Prepare regular reports on dispute volumes, reason codes, win and loss rates, financial exposureand ageing for Finance and Operations.• Analyse trends to identify the root causes of chargebacks and recommend preventive actions.Process improvement• Work with Engineering, Product and Operations teams to improve evidence capture, disputeworkflows and data feeds.• Contribute to standard operating procedures and checklists for dispute handling.
Required Qualifications and Skills• Experience: 1–2 years of hands-on experience in chargebacks, representments, pre-arbitrationsand arbitrations, preferably in FinTech, e-commerce or payment gateways.• Payment and dispute knowledge: Understanding of card-network dispute regulations andworkflows, including Visa, Mastercard, RuPay and UPI-related payment flows, as well aspayment refund processes.• Analytical skills: Strong analytical thinking and investigation skills, with close attention to detail.• Communication: Strong documentation and written communication skills, able to present acase clearly and concisely.• Technical skills: Working proficiency in Excel (including VLOOKUP and Pivot Tables) and SQL forpulling and checking transaction data.• Education: Bachelors degree in Finance, Commerce, Business Administration, Risk Managementor a related field.
Preferred Qualifications• Experience handling disputes for a lending, loan-repayment or collections business.• Familiarity with chargeback management tools or gateway dispute dashboards.• Exposure to multi-MID setups and to onboarding a new partner or merchant.• Basic understanding of payment gateway settlement cycles and fee deductions.
Key Competencies• Meets deadlines reliably and works well under time pressure.• Methodical and accurate, with a habit of checking evidence before submission.• Clear written communicator who builds persuasive, factual arguments.• Works collaboratively with external partners and internal Finance, Operations, Engineering andProduct teams.• Takes ownership of cases and follows them through to closure.
Key Focus Areas• Timely and accurate dispute handling within applicable scheme deadlines.• Strong evidence quality and a high rate of successful representments.• Early identification of chargeback trends and fraud patterns, with clear loss reporting.• Clear, consistent dispute reporting for the new lending partner and the seven new MIDs.