- Handle incoming chargebacks in accordance with Visa and Mastercard scheme rules.
- Manage the full dispute lifecycle: first chargeback, representment, pre-arbitration, arbitration, and collaboration / pre-dispute cases.
- Analyze transaction data to prepare compelling representments and supporting documentation.
- Manage disputes across a diverse merchant portfolio spanning low- to high-risk profiles.
- Monitor chargeback ratios and track merchant performance against scheme monitoring thresholds (Visa VAMP, Mastercard ECM/EFM).
- Leverage dispute prevention and deflection tools (Ethoca Alerts, Verifi Order Insight / CDRN, Visa RDR) to reduce dispute volume.
- Collaborate with internal Risk, Settlement, and Compliance teams.
- Communicate with issuer banks, acquiring banks, processors, and merchants.
Microsoft Excel