Dispute Package Specialist Technical Writer

2 days ago

Chennai, Tamil Nadu, India Chargeback Gurus Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Role Overview

We are seeking a Dispute Package Specialist to join our Operations team. This role is responsible for drafting, optimizing, and maintaining Customer Dispute Packages (CDPs) for chargeback representments. The specialist must stay ahead of card network rules, industry standards, and competitor practices to ensure that every package submitted is customized, compliant, and strategically positioned to maximize recovery.

The ideal candidate will have strong English writing skillsdirect, professional, and clear (not flowery)and the ability to interpret network mandates, reason codes, and chargeback scenarios to craft winning arguments. This role is critical to achieving high recovery rates and client satisfaction.

Key Responsibilities

  • Draft, review, and update Customer Dispute Packages (CDPs) in line with Visa, Mastercard, Amex, Discover, and other network rules.
  • Analyze chargeback scenarios and evidence to build compelling, case-specific arguments tailored to client needs.
  • Monitor and interpret network rule updates, mandates, and regulatory changes, incorporating them into CDP templates quickly and accurately.
  • Benchmark and review competitor dispute package strategies to refine and enhance our own approaches.
  • Leverage AI tools to generate persuasive dispute content, automate repetitive tasks, and benchmark industry best practices.
  • Continuously update and improve CDPs to address evolving fraud, friendly fraud, and merchant error scenarios.
  • Collaborate with Quality, BPI, and Operation's leads to ensure accuracy, compliance, and effectiveness of all documentation.
  • Provide guidance and training to internal teams on dispute package standards and updates.

Qualifications & Requirements

  • Bachelor's degree in Business, Communications, Legal Studies, or related field.
  • 3–7 years of experience in chargeback representments, payments operations, compliance writing, or regulatory documentation.
  • Strong understanding of card network rules, chargeback cycles, reason codes, and evidence requirements.
  • Exceptional written English skills: clear, professional, and persuasive, aligned to US business standards.
  • Ability to convert regulatory and technical requirements into structured, case-ready documentation.
  • Proficiency in AI tools.
  • High attention to detail with strong analytical and organizational skills.
  • Ability to work in a fast-paced, deadline-driven environment with multiple priorities.

Preferred

  • Prior experience crafting chargeback dispute documentation or managing representments.
  • Familiarity with RDR, CE 3.0, Visa VAMP, or alerts platforms.
  • Exposure to competitor dispute packages or industry benchmarking.
  • Experience with SaaS tools, workflow automation, or compliance documentation.Role & responsibilities

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