Fin Ops Executive - Chargeback & Dispute Specialist

JOB DESCRIPTION
Chargeback & Dispute Specialist – Payment Reconciliation
Function: Payments / Finance Operations
Role Overview We are seeking a detail-oriented Chargeback & Dispute Specialist to manage the end-to-end chargeback and dispute lifecycle for our payments business. The role covers dispute investigation, representments, pre-arbitrations and arbitrations, and refund-related disputes across payment gateways, acquiring banks and card networks. The successful candidate will work with payment gateways, acquiring banks and card networks (including Visa, Mastercard, RuPay and NPCI-related payment flows) to prepare evidence, meet scheme deadlines, minimise financial losses and protect business revenue. The role will also support the onboarding of a new lending partner and seven newly added Merchant IDs (MIDs), ensuring disputes raised against these MIDs are tracked and handled correctly from day one.

Key Responsibilities Dispute and chargeback management • Manage the end-to-end lifecycle of service chargeback disputes, fraud claims and representments, from notification to final outcome. • Review each dispute, identify the reason code and decide whether to accept the claim or contest it. • Ensure accurate documentation and submission within the applicable scheme deadlines. • Maintain a complete, auditable record of every dispute, including evidence submitted, dates, status and outcome. Representment and evidence preparation • Investigate transactions across payment gateway data, internal ledgers and customer or loan records to build the factual case. • Compile clear evidence packs, such as proof of service or repayment, customer authorisation, communication logs and transaction details. • Prepare concise, well-supported representment responses that address the stated reason code directly. Pre-arbitration and arbitration • Manage pre-arbitration and arbitration cases by compiling complete evidence dossiers. • Prepare clear, well-supported arguments to contest invalid claims and track each case to closure. • Escalate high-value or complex cases to the hiring manager and Finance stakeholders in good time. Refunds and fraud claims • Review refund-related disputes and fraud claims, and confirm refund status and amounts against gateway and ledger records. • Identify refund variances and coordinate corrections with payment gateway partners. Partner coordination • Coordinate with payment gateways, acquiring banks and card network contacts on dispute status, deadlines and evidence requirements. • Support the new lending partner and the seven new MIDs by tracking disputes per MID and keeping clear records for each. Reporting and loss analysis • Prepare regular reports on dispute volumes, reason codes, win and loss rates, financial exposure and ageing for Finance and Operations. • Analyse trends to identify the root causes of chargebacks and recommend preventive actions. Process improvement • Work with Engineering, Product and Operations teams to improve evidence capture, dispute workflows and data feeds. • Contribute to standard operating procedures and checklists for dispute handling.
Required Qualifications and Skills • Experience: 1–2 years of hands-on experience in chargebacks, representments, pre-arbitrations and arbitrations, preferably in FinTech, e-commerce or payment gateways. • Payment and dispute knowledge: Understanding of card-network dispute regulations and workflows, including Visa, Mastercard, RuPay and UPI-related payment flows, as well as payment refund processes. • Analytical skills: Strong analytical thinking and investigation skills, with close attention to detail. • Communication: Strong documentation and written communication skills, able to present a case clearly and concisely. • Technical skills: Working proficiency in Excel (including VLOOKUP and Pivot Tables) and SQL for pulling and checking transaction data. • Education : Bachelors degree in Finance, Commerce, Business Administration, Risk Management or a related field.
Preferred Qualifications • Experience handling disputes for a lending, loan-repayment or collections business. • Familiarity with chargeback management tools or gateway dispute dashboards. • Exposure to multi-MID setups and to onboarding a new partner or merchant. • Basic understanding of payment gateway settlement cycles and fee deductions.
Key Competencies • Meets deadlines reliably and works well under time pressure. • Methodical and accurate, with a habit of checking evidence before submission. • Clear written communicator who builds persuasive, factual arguments. • Works collaboratively with external partners and internal Finance, Operations, Engineering and Product teams. • Takes ownership of cases and follows them through to closure.
Key Focus Areas • Timely and accurate dispute handling within applicable scheme deadlines. • Strong evidence quality and a high rate of successful representments. • Early identification of chargeback trends and fraud patterns, with clear loss reporting. • Clear, consistent dispute reporting for the new lending partner and the seven new MIDs.