- Santriya Technologies is seeking an AI Disputes & Chargeback Specialist to investigate card/payment disputes using AI-assisted case summarization and evidence organization while applying current scheme rules, customer protection requirements and documented decision logic.

- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.

- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.

- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.

- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.

- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

- Review dispute claims, transaction details, merchant evidence and customer communication.

- Use AI to summarize timelines and identify missing evidence; verify against source records.

- Determine valid dispute/chargeback paths under current scheme rules and internal policy.

- Request additional evidence and manage filing, representment and deadline requirements.





- Identify potential fraud/scam patterns and coordinate with financial-crime teams.

- Communicate decisions and next steps clearly to customers.

- Maintain complete case rationale and evidence packs.

- Feed repeat merchant, process or fraud issues into prevention controls.

- AI-enabled ways of working:

- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.

- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.

- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.

- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

- Human accountability: AI is a copilot, not the accountable decision-maker.

- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.

- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

- Success Measures:
- Dispute cycle time and evidence quality improve

- Missed scheme deadlines reduce

- Customer communication becomes clearer
- Fraud signals are captured consistently

📌 AI Disputes & Chargeback Specialist (Chennai)
🏢 Santriya Technologies
📍 Chennai