Job Description

Greetings from Infosys BPM Ltd.,

n

We are hiring for Walkin Drive for Merchant Disputes & Chargeback (International) Domain for Bangalore. Please walk-in for the interview on 25th August 2026 in Bangalore.

n

Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in.

n

Please use below link to apply and register your application.

n

Please mention Candidate ID on top of the Resume ***

n

Senior Process Executive- 1Yr to 2Yrs experience:

n

https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-247500

n

Process Specialist- 2Yr to 4Yrs experience:

n

https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-249267

n

Interview Details:

n

Interview Date: 25th August 2026

n

Interview Time: 10:00 AM to 12:30 PM IST ONLY

n

Interview Venue:

n

Bangalore :: E-City Phase 2:: Infosys Limited, No. 40/P-41/P, Gate#: 1, Electronic City Phase-2, Industrial Area, Konappana Agrahara, Bangalore- 560100.

n

Landmark: In Between Sunik Industries and Tejas Networks.

n

Please find below Job Description for your reference:

n

n
- Job Location: Bengaluru
n
- Qualification: Any Graduate (Full Time)
n
- Experience: 1- 4 Years
n
- Notice Period: Immediate Joiners to 15 days
n
- Shift: Flexible to work with any shift
n
- Work From Office is mandatory
n
- Job Level: 2A/ 3A
n
- Designation: Senior Process Executive/ Process Specialist
n

n

Note:

n

n
- Only candidates with experience in International Merchant Card Disputes and Chargebacks will be considered.
n
- Candidates must have all experience related documents as per their company records and EPFO history.
n

n

JOB DESCRIPTION FOR 2A:

n

Role Summary:

n

Own end-to-end merchant dispute handling across Visa, Mastercard, American Express, and Discover, including chargeback, representment, pre-arbitration, and arbitration. Maximize recovery, ensure rule compliance, and deliver a strong merchant experience under network SLAs.

n

Key Responsibilities:

n

A. Dispute & Chargeback Lifecycle:

n

n
- Triage disputes (including retrievals/RFIs), validate reason codes, and decide action (accept/represent/pre-arb/arb).
n
- Prepare and file Compelling Evidence (CE) for representments within network/processor SLAs.
n
- Lead pre-arbitration negotiations; prepare arbitration submissions with accurate documentation and clear arguments.
n
- Track outcomes, escalate edge cases, reduce cycle times, and improve win/recovery rates.
n

n

B. Evidence & Documentation:

n

n
- Collect and package CE: transaction logs, AVS/CVV/3DS data,



device/IP signals, delivery proof, customer communications, screenshots, T&Cs;/cancellation policies, refund records, support transcripts.
n
- Maintain reason-code libraries and SOPs aligned to Visa Claims Resolution (VCR) and Mastercard Dispute Resolution (MDR); ensure documentation is audit-ready.
n

n

C. Merchant & Stakeholder Communication:

n

n
- Liaise with merchants, Customer Support, Risk, Finance, acquirers/processors, and external partners to gather data and resolve disputes promptly.
n
- Educate merchants on prevention (billing descriptors/testing, receipt design, refund policies, shipping/signature confirmation, post-purchase communications).
n

n

D. Compliance & Controls:

n

n
- Adhere to Visa/Mastercard/Amex/Discover rules and acquirer/processor guidelines; ensure evidence integrity and privacy compliance.
n
- Support monitoring programs (e.g., Visa VDMP/VFMP; Mastercard ECP) by supplying accurate dispute/fraud metrics.
n

n

E. Reporting & Continuous Improvement:

n

n
- Track KPIs: representment win rate, recovery dollars, TAT/cycle time, pre-arb avoidance, write-off reduction, dispute ratio health.
n
- Identify root causes and drive prevention playbooks (descriptor hygiene, friendly-fraud defenses, SCA/3DS optimization, logistics/signature policies).
n
- Contribute to automation/templates and quality reviews to enable First-Time-Right submissions.
n

n

Required Qualifications:

n

n
- 1 to 2 years in merchant disputes & chargebacks across Visa, Mastercard, Amex, Discover.
n
- Practical exposure to VCR/MDR workflows and phases (chargeback representment pre-arb arbitration).
n
- Experience drafting reason-code-specific narratives and assembling CE.
n
- Hands-on with VROL, Mastercom/Claims Manager, Amex/Discover portals; CRM/ticketing tools.
n
- Robust analytical and written skills; ability to interpret payment data/logs to build a defensible case.
n
- High ownership, urgency, and resilience under tight deadlines; willingness to work US hours onsite (no hybrid/remote).
n

n

Preferred Qualifications:

n

n
- Experience with acquirers/PSPs (e.g., Fiserv/First Data, Worldpay/FIS, TSYS, Adyen, Stripe) and tools like Ethoca/Verifi Order Insight.
n




- Knowledge of chargeback prevention best practices.
n
- Intermediate Excel/Sheets; basic SQL/BI a plus.
n
- Exposure to merchant education/training on prevention.
n
- Bachelors degree in Business/Finance/Accounting/Commerce.
n

n

JOB DESCRIPTION FOR 3A:

n

Role Summary:

n

Serve as the domain expert for multi-brand dispute managementelevating win rates through evidence strategy, rule interpretation (VCR/MDR/Amex/Discover), and advanced escalationswhile coaching the floor and owning complex/high-value cases.

n

Key Responsibilities:

n

A. Complex Case Leadership:

n

n
- Own high-value/complex disputes end-to-end; optimize representment narratives and CE per reason code.
n
- Lead pre-arbitration strategies and arbitration submissions with precise arguments and artefacts.
n

n

B. Rule Interpretation & Governance:

n

n
- Interpret network rule changes; update SOPs/playbooks and roll out training/calibrations.
n
- Partner with acquirers/processors on policy clarifications and case-level negotiations.
n

n

C. Quality & Enablement:

n

n
- Review/approve critical submissions to ensure First-Time-Right quality; reduce rework/defects.
n
- Coach Agents; certify new hires for production; drive template/snippet/evidence-checklist improvements.
n

n

D. Prevention & Analytics:

n

n
- Identify friendly-fraud patterns and systemic gaps; recommend prevention (descriptor hygiene, refund/return design, SCA/3DS).
n
- Collaborate with Analytics/Automation to scale insights and reduce manual workload.
n

n

Required Qualifications:

n

n
- Deep knowledge of VCR/MDR, Amex & Discover procedures; strong case-law style writing.
n
- Hands-on with VROL, Mastercom, Amex/Discover portals; CRM; intermediate Excel; SQL/BI preferred.
n
- Proven track record improving win rates and reducing pre-arb volumes.
n

n

Documents to Carry:

n

n
- Carry a printout your updated resume.
n
- Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
n
- All original education documents needs to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree)
n

n

Mandatory to carry:

n

Smartphone with good front camera, charger and Headset for Assessment, Government ID proof Hardcopy.

n

Pointers to note:

n

n
- Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
n
- Original Government ID card is must for Security Clearance
n

n

Thanks & Regards,

n

Infosys Recruitment Team

📌 Walkin Drive For Merchant Disputes & Chargeback on 25th August at BLR (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru