Associate, Fraud Investigations Cards and Disputes (Fixed Term Contract)

What you will do

• Investigate & Resolve: Dive into the weeds of card disputes and unauthorized transaction claims. You will evaluate transaction data, authentication methods (like 3DS, Apple Pay, or Chip & PIN), and digital footprints to confidently distinguish true fraud from friendly fraud or commercial disputes.
• Execute Chargebacks: Take decisive action to recover funds by navigating Visa/Mastercard dispute rules, filing accurate chargebacks, and understanding exactly when and how liability shifts apply.
• Guide the Client: Communicate directly with clients who are stressed about missing money. You will guide them through the dispute lifecycle, manage expectations regarding strict card network timelines, and provide updates with absolute empathy and clarity.
• Manage the Queue: Act as a master multi-tasker, managing multiple ongoing card disputes at once while strictly adhering to internal and regulatory case-closure Service Level Agreements (SLAs).
• Connect the Dots: Participate in weekly calibration sessions with your peers to share findings, spot new card testing (BIN) attacks or merchant scams, and help the team stay one step ahead of the fraudsters.

Who you are

• The Transaction Detective: You have incredibly high attention to detail. You love looking at authorization data, spotting anomalies, and solving the puzzle of how and where a card was compromised.
• Objective & Analytical: You balance deep empathy with strict risk protocols. You rely on hard data (IP addresses, device IDs, entry modes) to make fair, evidence-based decisions rather than just taking claims at face value.
• An Empathetic Communicator: You know that behind every dispute ticket is a real person. You excel at taking complex payment network rules (like why a chargeback was won or lost) and explaining them clearly and calmly to our clients.

The Requirements

• Experience: Minimum 1 year of direct fraud or disputes experience (experience specifically touching card chargebacks, Visa/Mastercard network rules, or transaction monitoring is a massive asset!).
• Industry Knowledge: Demonstrated understanding of fraud management frameworks, controls, and prevention systems within the financial services and payments space.
• Analytical Chops: The ability to collect, organize, and analyze datasets with precision and accuracy.
• Communication: Exceptional written and verbal communication skills.