Dispute Management Specialist

2 weeks ago

Hyderabad, Telangana, India Sutherland Full time ₹ 27,50,000 - ₹ 42,50,000 per year

Role & responsibilities

  • Deep dive into cardholder accounts to understand validity of chargeback claim filed and decide whether to file, reject, or write-off
  • Provide support to sellers who have received or filed a payment dispute (i.e., chargeback) by analyzing transactions & chargeback patterns and communicate with sellers when required
  • Manage the verification of assigned cases and represent the case manually or take no action depending on findings
  • Log and process dispute/chargeback cases with accurate classification and evidence tagging
  • Gather and review customer, seller, and transaction evidence; conduct interviews when required.
  • Verify reversal letters provided by seller for chargeback received by calling the card network, reject/approve reversal based on findings
  • Investigate Company seller accounts to understand validity of disputed payment
  • Apply profile activation/deactivation checklists and verify customer history for claim validation.
  • Prepare and submit evidence packets for representments and reversals
  • Use tools and automated workflows to reduce manual errors and support decision-making.
  • Maintain clear documentation and escalate high-risk or anomalous cases.

Preferred candidate profile

  • Bachelors degree
  • 0-1 years of experience in dispute management, chargebacks, risk operations, or related financial services roles.
  • Attention to detail.
  • Good written and verbal communication skills.
  • Ability to follow structured processes and manage time-sensitive tasks.
  • Comfortable working in a fast-paced, accuracy-driven operations environment.

Specifics

  1. Good verbal & communication skills

  2. Composure, planning & organizing

  3. Ability to follow instructions without mistakes and with minimal supervision

  4. Technological proficiency

Hours of Operations 6:00 PM IST 3:00 AM IST

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