Fin Ops Executive - Chargeback & Dispute Specialist

JOB DESCRIPTION

Chargeback & Dispute Specialist – Payment Reconciliation

Function: Payments / Finance Operations

Role Overview

We are seeking a detail-oriented Chargeback & Dispute Specialist to manage the end-to-end chargeback

and dispute lifecycle for our payments business. The role covers dispute investigation, representments,

pre-arbitrations and arbitrations, and refund-related disputes across payment gateways, acquiring banks

and 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 scheme

deadlines, minimise financial losses and protect business revenue. The role will also support the

onboarding of a new lending partner and seven newly added Merchant IDs (MIDs), ensuring disputes

raised against these MIDs are tracked and handled correctly from day one.

Key Responsibilities

Dispute and chargeback management

• Manage the end-to-end lifecycle of service chargeback disputes, fraud claims and

representments, from notification to final outcome.

• Review each dispute, identify the reason code and decide whether to accept the claim or

contest 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 loan

records 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 code

directly.

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 to

closure.

• Escalate high-value or complex cases to the hiring manager and Finance stakeholders in good

time.

Refunds and fraud claims

• Review refund-related disputes and fraud claims, and confirm refund status and amounts

against 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 dispute

status, deadlines and evidence requirements.

• Support the new lending partner and the seven new MIDs by tracking disputes per MID and

keeping clear records for each.

Reporting and loss analysis

• Prepare regular reports on dispute volumes, reason codes, win and loss rates, financial exposure

and 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, dispute

workflows 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-arbitrations

and arbitrations, preferably in FinTech, e-commerce or payment gateways.

• Payment and dispute knowledge: Understanding of card-network dispute regulations and

workflows, including Visa, Mastercard, RuPay and UPI-related payment flows, as well as

payment 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 a

case clearly and concisely.

• Technical skills: Working proficiency in Excel (including VLOOKUP and Pivot Tables) and SQL for

pulling and checking transaction data.

• Education: Bachelors degree in Finance, Commerce, Business Administration, Risk Management

or 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 and

Product 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.

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