Senior Officer – Chargebacks Operations

About the Role

Responsibilities

• Manage the full lifecycle of chargebacks from initiation to resolution, ensuring all cases are processed accurately and within scheme-defined timelines.
• Conduct detailed investigations into disputed transactions by analyzing transaction data, customer behavior, merchant evidence, and system logs to determine validity.
• Engage with card schemes (Visa, Mastercard), merchants, acquiring banks, and internal stakeholders to resolve disputes efficiently and within prescribed timelines.
• Ensure strict compliance with card scheme rules, documentation requirements, and regulatory guidelines to avoid penalties and financial exposure.
• Track and monitor chargeback volumes, trends, and financial impact, providing regular reports and insights to management.
• Identify root causes of chargebacks, including fraud, operational gaps, or system weaknesses, and recommend corrective and preventive measures.
• Collaborate with Fraud, Risk, and Card Operations teams to strengthen controls and reduce chargeback ratios.
• Maintain proper documentation, audit trails, and case records to ensure full audit and regulatory compliance.
• Continuously review and improve chargeback processes to enhance efficiency, reduce turnaround times, and improve customer experience.
• Support implementation of fraud prevention tools and monitoring mechanisms to proactively reduce dispute volumes.

Requirements

• Bachelor’s degree in Business, Finance, Banking, or a related field
• Minimum 5 years in card operations or disputes
• Strong knowledge of card operations, disputes, and chargeback processes
• Understanding of Visa/Mastercard rules and timelines
• Strong analytical and investigative skills
• Attention to detail and risk awareness