Chargeback Specialist

Our Payments Risk Management Team is seeking a highly motivated and detail-oriented entry-level Chargeback Specialist to join our growing team. In this role, you will play a critical part in protecting company revenue, managing customer disputes, and ensuring a smooth experience for our merchants. This position will be fully remote, based in Mexico. Reports to our US-based Payments Risk Manager.

Responsibilities

Guided Dispute Resolution: manage a small, guided caseload, ensuring timely updates and clear communication to merchants for all assigned cases; Evidence Collection: gather evidence and submit responses using established checklists and workflows, adhering to network regulations; Process Management: own the timely submission of responses to maximize the success rate of assigned disputes; Outcome Communication: clearly communicate both positive and negative dispute outcomes to merchants to maintain transparency and trust; Funds Oversight: oversee the collection and return of disputed funds while maintaining accurate financial records; Fraud Monitoring Support: assist in the proactive monitoring of chargeback volumes to learn how to identify potential fraud trends under senior guidance

Requirements

Exceptional Organization: ability to prioritize tasks and handle multiple disputes simultaneously with meticulous organization; Unwavering Attention to Detail: keen eye for detail to ensure all case reviews and evidence submissions are error-free; Strong Communication: professional written and verbal skills to de-escalate situations with upset merchants and explain complex topics simply; Analytical Mindset: proven ability to investigate information and formulate effective solutions to problems; Eagerness to Learn: self-motivated desire to learn major card network regulations (Visa, Mastercard, Discover, Amex) and industry best practices

Nice to have

Salesforce Knowledge: background with the Salesforce platform, able to create cases and manage them