Hiring For Chargeback & Disputes (master Cards, Visa, Arbitration)
- Infosys BPM
- 1 - 4 years
- Bengaluru
- 9 days ago
- Email to a friend
- Report this job
Job Description
Job Details:
- Designation: Senior Process Executive/ Process Specialist
- Job Level: 2A/ 3A
- Work location: Bangalore (Work from Office)
- Experience: 1-4 years
- Notice Period: Immediate - 15 days
- Shifts: Flexible to work for any shift
- Qualification: Any Graduate (Full Time)
JD for 2A:
Experience: 1 to 2 years
Role Summary:
Own end-to-end merchant dispute handling across Visa, Mastercard, American Express, and Discover, including chargeback, representment, pre-arbitration, and arbitration. Maximize recovery, ensure rule compliance, and deliver a strong merchant experience under network SLAs.
Key Responsibilities:
A. Dispute & Chargeback Lifecycle:
- Triage disputes (including retrievals/RFIs), validate reason codes, and decide action (accept/represent/pre-arb/arb).
- Prepare and file Compelling Evidence (CE) for representments within network/processor SLAs.
- Lead pre-arbitration negotiations; prepare arbitration submissions with accurate documentation and clear arguments.
- Track outcomes, escalate edge cases, reduce cycle times, and improve win/recovery rates.
B. Evidence & Documentation:
- Collect and package CE: transaction logs, AVS/CVV/3DS data, device/IP signals, delivery proof, customer communications, screenshots, T&Cs/cancellation policies, refund records, support transcripts.
- Maintain reason-code libraries and SOPs aligned to Visa Claims Resolution (VCR) and Mastercard Dispute Resolution (MDR); ensure documentation is audit-ready.
C. Merchant & Stakeholder Communication:
- Liaise with merchants, Customer Support, Risk, Finance, acquirers/processors, and external partners to gather data and resolve disputes promptly.
- Educate merchants on prevention (billing descriptors/testing, receipt design, refund policies, shipping/signature confirmation, post-purchase communications).
D. Compliance & Controls:
- Adhere to Visa/Mastercard/Amex/Discover rules and acquirer/processor guidelines; ensure evidence integrity and privacy compliance.
- Support monitoring programs (e.g., Visa VDMP/VFMP; Mastercard ECP) by supplying accurate dispute/fraud metrics.
E. Reporting & Continuous Improvement:
- Track KPIs: representment win rate, recovery dollars, TAT/cycle time, pre-arb avoidance, write-off reduction, dispute ratio health.
- Identify root causes and drive prevention playbooks (descriptor hygiene, friendly-fraud defenses, SCA/3DS optimization, logistics/signature policies).
- Contribute to automation/templates and quality reviews to enable First-Time-Right submissions.
Required Qualifications:
- 1 to 2 years in merchant disputes & chargebacks across Visa, Mastercard, Amex, Discover.
- Practical exposure to VCR/MDR workflows and phases (chargeback representment pre-arb arbitration).
- Experience drafting reason-code-specific narratives and assembling CE.
- Hands-on with VROL, Mastercom/Claims Manager, Amex/Discover portals; CRM/ticketing tools.
- Strong analytical and written skills; ability to interpret payment data/logs to build a defensible case.
- High ownership, urgency, and resilience under tight deadlines; willingness to work US hours onsite (no hybrid/remote).
Preferred Qualifications:
- Experience with acquirers/PSPs (e.g., Fiserv/First Data, Worldpay/FIS, TSYS, Adyen, Stripe) and tools like Ethoca/Verifi Order Insight.
- Knowledge of chargeback prevention best practices.
- Intermediate Excel/Sheets; basic SQL/BI a plus.
- Exposure to merchant education/training on prevention.
- Bachelors degree in Business/Finance/Accounting/Commerce.
JD for 3A:
Experience: 2 to 4 years
Role Summary:
Serve as the domain expert for multi-brand dispute management elevating win rates through evidence strategy, rule interpretation (VCR/MDR/Amex/Discover), and advanced escalations while coaching the floor and owning complex/high-value cases.
Key Responsibilities:
A. Complex Case Leadership:
- Own high-value/complex disputes end-to-end; optimize representment narratives and CE per reason code.
- Lead pre-arbitration strategies and arbitration submissions with precise arguments and artefacts.
B. Rule Interpretation & Governance:
- Interpret network rule changes; update SOPs/playbooks and roll out training/calibrations.
- Partner with acquirers/processors on policy clarifications and case-level negotiations.
C. Quality & Enablement:
- Review/approve critical submissions to ensure First-Time-Right quality; reduce rework/defects.
- Coach Agents; certify new hires for production; drive template/snippet/evidence-checklist improvements.
D. Prevention & Analytics:
- Identify friendly-fraud patterns and systemic gaps; recommend prevention (descriptor hygiene, refund/return design, SCA/3DS).
- Collaborate with Analytics/Automation to scale insights and reduce manual workload.
Required Qualifications:
- Deep knowledge of VCR/MDR, Amex & Discover procedures; strong case-law style writing.
- Hands-on with VROL, Mastercom, Amex/Discover portals; CRM; intermediate Excel; SQL/BI preferred.
- Proven track record improving win rates and reducing pre-arb volumes.
Interested candidates please share your updated resume and below details to an****************a@in****s.com
Details:
Name:
Contact Number:
Email I'd:
DOB:
Total Years of Exp:
Relevant Years of Exp:
Current/ Previous Company Name:
Notice Period:
Current Location:
Preferred Location:
Current CTC:
Expected CTC:
Flexible for shifts:
Graduation:
Post-Graduation (If applicable):
Job Classification
Industry: BPM / BPOFunctional Area / Department: BFSI, Investments & TradingRole Category: BFSI, Investments & Trading - OtherRole: BFSI, Investments & Trading - OtherEmployement Type: Full timeContact Details:
Company: Infosys BPMLocation(s): Bengaluru
Keyskills: Arbitration Merchant Services Chargeback Master Card Dispute Management Dispute Resolution VISA
Similar positions
Infosys BPM
\n\nTata Consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the worlds largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose.
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in