Role: Dispute/Chargeback Specialist — CRM

Department: CRM / Payments Operations

Reports to: Customer Engagement Manager / CRM Team Lead

Role Summary:

The Dispute/Chargeback Specialist is responsible for managing the end-to-end chargeback and payment dispute process — investigating claims, gathering evidence, submitting representment cases, and working cross-functionally to reduce dispute rates and financial losses, while maintaining a strong customer experience.

Key Responsibilities:

- Monitor and process incoming chargebacks, disputes, and payment reversals from card networks (Visa, Mastercard, Amex, etc.) and payment processors.
- Investigate transaction details, order history, delivery/service confirmation, and customer communications to determine dispute validity.
- Compile and submit compelling evidence packages (receipts, tracking info, correspondence, terms of service) within network deadlines to represent/fight chargebacks.
- Track dispute status across multiple payment gateways/processors (e.g., Stripe, PayPal, Adyen) and CRM/ticketing systems.
- Liaise with customers to resolve billing disputes proactively before they escalate to formal chargebacks, where possible.
- Coordinate with Finance, Risk, Fraud, and Legal teams on complex or high-value cases.
- Identify chargeback trends/patterns (fraud rings, merchant errors, recurring billing issues) and recommend process or policy improvements.




- Maintain accurate records of dispute outcomes, win/loss rates, and reason codes for reporting.
- Ensure compliance with card network rules, regulatory requirements, and internal SOPs.
- Meet SLAs for response time, evidence submission, and case resolution.
- Support periodic audits and prepare chargeback performance reports for leadership.

Requirements:

- 3+ years of experience in chargebacks, disputes, payments operations, fraud, or related customer support/finance role.
- Familiarity with card network dispute rules (Visa, Mastercard) and reason codes.
- Experience with payment platforms (Stripe, PayPal, Adyen, Braintree, etc.) and chargeback management tools (Chargebacks911, Verifi, Ethoca, Kount, etc.) is a plus.
- Strong analytical and investigative skills with high attention to detail.
- Excellent written communication for evidence submissions and customer correspondence.
- Ability to manage high case volumes under deadline pressure.
- Comfortable working with data in spreadsheets (Excel/Google Sheets); SQL a plus.
- Customer-first mindset balanced with a robust sense of fraud/risk awareness.

Success Metrics:

- Chargeback win/representment rate
- Average resolution time per case
- Dispute-to-transaction ratio (chargeback rate)
- Customer satisfaction on dispute-related interactions
- Reduction in preventable/friendly fraud chargebacks

📌 CRM Executive (Mumbai)
🏢 Kalki Fashion
📍 Mumbai