Specialist - Banking Operations

Job Description

About Zeta

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.

Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally.

Zeta Tachyon offers:

Rich digital-first cardholder experiences
Native embeddable banking support
Hyper-Personalization Policy Engine to launch segment-of-one card programs
Web-based product configurators to launch in days vs. Quarters
Rapid innovation & extensibility via APIs, event streams, and more
Modern & intuitive web-based back-office experiences
Next-gen regulatory risk & compliance capabilities

Zeta is actively working with the largest Banks and FinTech's in multiple global markets transforming customer experience for multi-million card portfolios.

Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.

Learn more @ , , LinkedIn, Twitter

About the Role

- We are seeking a detail-oriented and customer-focused professional to join our team as a Cards Dispute & Chargeback Specialist. This role is critical in managing end-to-end dispute and chargeback processes across debit, credit, and prepaid card transactions. The ideal candidate will bring a deep understanding of card network dispute rules (Visa, Mastercard, Ru-Pay, UPI), strong analytical capabilities, and the ability to collaborate effectively with customers, internal teams, banks, acquirers, and merchants.

Responsibilities

- Manage the full life cycle of disputes and chargebacks for debit, credit, and prepaid cards.
- Investigate various types of customer disputes including:
- (a) Fraudulent transactions
- (b) Merchandise not received
- (c) Service not rendered
- (d) Duplicate billing
- (e) Other chargeback-eligible scenarios
- Determine the validity of disputes in alignment with card network regulations.
- Process chargebacks, pre-arbitrations, representments, and compliance cases in accordance with Visa, Mastercard, Ru-Pay, and other applicable scheme rules.
- Prepare, organize, and submit accurate supporting documentation within regulatory and scheme-defined timelines.
- Collaborate with merchants, acquirers, issuers, customers, and internal stakeholders to ensure accurate and timely resolution of cases.
- Maintain current knowledge of dispute resolution regulations, card scheme guidelines, and compliance frameworks (e.g., RBI regulations, PCI DSS).
- Track and report key dispute metrics including:
- (a) Dispute volumes
- (b) Aging reports
- (c) Recovery rates
- (d) Win/loss ratios
- (e) SLA compliance
- Provide clear, professional, and timely communication to customers regarding case status and resolution.
- Support internal and external audits, compliance assessments, and regulatory reporting requirements.
- Identify and implement opportunities for process improvement and automation to enhance efficiency and reduce turnaround times.

Skills

- Familiarity with fraud detection systems, transaction monitoring, and dispute management tools.
- Strong knowledge of RBI guidelines, PCI DSS, and other applicable regulatory frameworks.
- Exposure to process improvement methodologies such as Lean Six Sigma or RPA-based automation.
- Excellent analytical, investigative, and problem-solving skills.
- Strong communication and interpersonal abilities to engage with cross-functional teams and external stakeholders.
- Ability to work independently and handle sensitive cases with a high degree of accuracy and confidentiality.

Experience and Qualification

- Bachelor's degree in finance, Business Administration, or a related field.
- Minimum 3-5 years of prior experience in banking operations, fintech companies, or card processing environments.
- Minimum 2 years of prior experience in disputes.

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