Subject Mater Expert

6 days ago

Hyderabad Telangana, India GRMAC Pvt ltd Full time

**Key Responsibilities**:

- Lead and support chargeback handling for card-not-present (CNP) transactions across all major card networks (Visa, MasterCard, Amex, Discover, etc.).
- Oversee and guide the end-to-end process of gathering evidence from CRMs and payment systems to build strong representments.
- Operate across multiple processor portals (Stripe, Adyen, Worldpay, PayPal, etc.) and ensure compliance with individual card scheme regulations.
- Utilize CRM platforms (e.g., Shopify, Salesforce, Magento, Zendesk) to extract customer data and communication records to support chargeback rebuttals.
- Drive improvement in win ratios through analysis, training, and continuous enhancement of evidence strategies.
- Ensure the team meets or exceeds daily productivity and quality targets through mentorship and SOP optimization.
- Identify root causes of recurring disputes and work cross-functionally to address gaps in fraud controls or customer service.
- Monitor updates to card network rules and ensure team alignment with industry standards.

**Requirements**:

- 4+ years of hands-on experience in e-commerce chargeback and dispute resolution, with a focus on the merchant side.
- Strong knowledge of chargeback lifecycle and rules across all card networks in CNP environments.
- Expertise in using multiple processor portals and gateways for chargeback handling.
- Proficient with CRM tools to extract data for evidence compilation.
- Demonstrated success in improving dispute win ratios and achieving operational targets.
- Experience in coaching and mentoring junior team members.
- Strong analytical, communication, and process optimization skills.

**Job Types**: Full-time, Permanent

Pay: ₹300,000.00 - ₹800,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Chargeback: 1 year (preferred)

Work Location: In person

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