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1 week ago
We are currently seeking skilled professionals to manage and resolve customer disputes and fraud cases with a focus on Mastercard chargeback processes.
Key Responsibilities- Analyze transaction data, investigate and resolve cases in line with Mastercard chargeback rules and internal policies.
- Review supporting documentation to determine case validity and liability.
- Prepare dispute case files, representments and evidence for submission to Mastercard within required timeframes.
- Communicate with internal teams, issuing banks, acquirers and merchants to ensure timely resolution of disputes.
- Identify patterns and emerging trends, escalating insights to fraud prevention teams.
- Maintain accurate records and reporting of dispute activities for compliance and audit purposes.
- 2-5 years of experience in fraud, disputes or chargebacks (Mastercard experience required; Visa knowledge beneficial).
- In-depth knowledge of Mastercard chargeback rules and dispute life cycle.
- Strong analytical, problem-solving and decision-making skills.
- Ability to manage multiple cases with strong attention to detail.
- Excellent written and verbal communication skills.
- Familiarity with fraud detection tools, case management systems and regulatory requirements.
- Experience working in financial institutions, fintechs or payment processors.
- Knowledge of both issuer and acquirer dispute processes.
- Professional certifications in fraud or payments (e.g. CFE, CAFP) an advantage.
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