Card Disputes & Chargebacks Specialist

Unstoppable starts with people. The future of payments is being built today, and at Paymentology, we are looking for people who want to help shape it. We power card issuing for leading banks, fintechs and digital brands across the globe, and as we continue to grow, we are looking for curious, ambitious people who thrive on solving complex challenges, embrace innovation and want to make a tangible impact at global scale. POSITION OVERVIEW The Card Authority & Disputes Administrator is responsible for the investigation and processing of chargeback claims across global card networks for Paymentology clients. The role involves validating and analysing data, ensuring accurate and timely responses in accordance with card scheme requirements, and providing expert guidance throughout the dispute resolution process. This position forms part of the Operations / Implementations / Disputes function, reports to the Chargeback & Disputes Team Lead, is a full-time remote role, and supports Paymentology customers across EMEA, LAC, and Asia regions.   ROLE SUMMARY The Card Authority & Disputes Administrator oversees chargeback processing for clients across card networks, investigates both authorised and unauthorised disputed transactions, validates data from multiple sources, ensures accurate responses, and provides ongoing guidance and support to stakeholders in compliance with industry regulations and scheme rules.   KEY RESPONSIBILITIES - Investigation and Processing: - Handle claims from cardholders regarding disputed transactions. - Conduct thorough investigations, gathering relevant documentation and information. - Data Validation and Analysis: - Validate and analyse information from internal and third-party systems. - Ensure accuracy and completeness related to disputed transactions. - Determine the appropriate course of action for each dispute. - Response Accuracy: - Ensure responses to disputes are accurate, well-documented, and comply with card scheme requirements. - Draft, submit, and manage responses within defined timeframes in line with regulatory standards. - Communication and Guidance: - Provide feedback and guidance to internal stakeholders and clients on resolved chargebacks. - Offer expertise and support as disputes continue or escalate. - Compliance and Regulation: - Maintain and apply an up-to-date understanding of regulations and guidelines set by card scheme networks. - Ensure compliance with relevant industry standards and regulations throughout all dispute processes.   KNOWLEDGE, SKILLS & ABILITIES - Strong understanding of chargeback regulations, card scheme rules, and dispute procedures. - Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). - Excellent verbal and written communication skills in English. - Ability to analyse complex transaction data and documentation. - Excellent negotiation and problem-solving skills. - Strong customer orientation and commitment to delighting customers. - Understanding of organisational dynamics and principles of conflict resolution. - Ability to maintain confidentiality and neutrality in the dispute resolution process. - Investigation skills and ability to handle sensitive matters.   COMPETENCIES - Verbal Expression: Clear and effective communication with internal and external stakeholders. - Problem Analysis: Analytical thinking for the efficient investigation and resolution of disputes. - Result-Orientedness: Commitment to timely and precise dispute resolution. - Customer Orientation: Striving for customer satisfaction and understanding customer needs throughout the dispute process. Our Values At Paymentology, our values shape everything we do. - We are Future Focused, embracing innovation and change for our clients. - We strive for Excellence Everyday, holding ourselves to the highest standards. - We Show Up and are Accountable, taking responsibility for outcomes. - We Drive and Inspire Growth for our clients, our teams, and ourselves. - We Communicate to Collaborate, building trust through clear and honest dialogue. - Most importantly, we Lead with Humanity - caring deeply for our clients, colleagues, and communities. All these behaviours are in service of our clients and our commitment to delivering excellence every day. At Paymentology, we believe that making a difference starts with the people behind the work. You will be part of a diverse, global team of Paymentologists who are united by a shared mission to advance the world through payments. This is an opportunity to contribute to meaningful work, collaborate across markets and functions, and help shape the future of a business with global reach and real impact. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground, including race, colour, ethnicity, sex, gender, pregnancy, marital status, family responsibility, age, disability, sexual orientation, religion, belief, language or HIV status. Paymentology will never request any form of payment from applicants at any stage of our recruitment process, including for applications, interviews, training or job placements. If anyone asks you for money while claiming to act on behalf of Paymentology, please treat this as fraudulent and do not make any payment. All legitimate Paymentology vacancies are advertised via our official careers https://www.paymentology.com/about-us/careers page , and our recruitment emails are sent only from official Paymentology domains.