Job Description

Greetings from Infosys BPM Ltd., We are hiring for Walkin Drive for Merchant Disputes & Chargeback (International) Domain for Bangalore. Please walk-in for the interview on 22nd September 2026 in Bangalore. Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in. Please use below link to apply and register your application. Please mention Candidate ID on top of the Resume *** Senior Process Executive- 1Yr to 2Yrs experience: https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-247500 Process Specialist- 2Yr to 4Yrs experience: https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-249267 Interview Details: Interview Date: 22nd September 2026 Interview Time: 10:00 AM to 12:30 PM IST ONLY Interview Venue: Bangalore :: E-City Phase 2:: Infosys Limited, No. 40/P-41/P, Gate#: 1, Electronic City Phase-2, Industrial Area, Konappana Agrahara, Bangalore- 560100. Landmark: In Between Sunik Industries and Tejas Networks. Please find below Job Description for your reference: Job Location: Bengaluru Qualification: Any Graduate (Full Time) Experience: 1- 4 Years Notice Period: Immediate Joiners to 15 days Shift: Adaptable to work with any shift (Including Night Shifts) Work From Office is mandatory- 5 Days Job Level: 2A/ 3A Designation: Senior Process Executive/ Process Specialist Note: Only candidates with experience in International Merchant Card Disputes and Chargebacks will be considered. JOB DESCRIPTION FOR 2A: Role Summary: 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. Key Responsibilities: A. Dispute & Chargeback Lifecycle: Triage disputes (including retrievals/RFIs), validate reason codes, and decide action (accept/represent/pre-arb/arb). Prepare and file Compelling Evidence (CE) for representments within network/processor SLAs. Lead pre-arbitration negotiations; prepare arbitration submissions with accurate documentation and clear arguments. Track outcomes, escalate edge cases, reduce cycle times, and improve win/recovery rates. B. Evidence & Documentation: 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. Maintain reason-code libraries and SOPs aligned to Visa Claims Resolution (VCR) and Mastercard Dispute Resolution (MDR); ensure documentation is audit-ready. C. Merchant & Stakeholder Communication: Liaise with merchants, Customer Support, Risk, Finance, acquirers/processors, and external partners to gather data and resolve disputes promptly. Educate merchants on prevention (billing descriptors/testing, receipt design, refund policies, shipping/signature confirmation, post-purchase communications). D. Compliance & Controls: Adhere to Visa/Mastercard/Amex/Discover rules and acquirer/processor guidelines; ensure evidence integrity and privacy compliance. Support monitoring programs (e.g., Visa VDMP/VFMP; Mastercard ECP) by supplying accurate dispute/fraud metrics. E. Reporting & Continuous Improvement: Track KPIs: representment win rate, recovery dollars, TAT/cycle time, pre-arb avoidance, write-off reduction, dispute ratio health. Identify root causes and drive prevention playbooks (descriptor hygiene, friendly-fraud defenses, SCA/3DS optimization, logistics/signature policies). Contribute to automation/templates and quality reviews to enable First-Time-Right submissions. Required Qualifications: 1 to 2 years in merchant disputes & chargebacks across Visa, Mastercard, Amex, Discover. Practical exposure to VCR/MDR workflows and phases (chargeback representment pre-arb arbitration). Experience drafting reason-code-specific narratives and assembling CE. Hands-on with VROL, Mastercom/Claims Manager, Amex/Discover portals; CRM/ticketing tools. Strong analytical and written skills; ability to interpret payment data/logs to build a defensible case. High ownership, urgency, and resilience under tight deadlines; willingness to work US hours onsite (no hybrid/remote). Preferred Qualifications: Experience with acquirers/PSPs (e.g., Fiserv/First Data, Worldpay/FIS, TSYS, Adyen, Stripe) and tools like Ethoca/Verifi Order Insight.



Knowledge of chargeback prevention best practices. Intermediate Excel/Sheets; basic SQL/BI a plus. Exposure to merchant education/training on prevention. Bachelors degree in Business/Finance/Accounting/Commerce. JOB DESCRIPTION FOR 3A: Role Summary: 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. Key Responsibilities: A. Complex Case Leadership: Own high-value/complex disputes end-to-end; optimize representment narratives and CE per reason code. Lead pre-arbitration strategies and arbitration submissions with precise arguments and artefacts. B. Rule Interpretation & Governance: Interpret network rule changes; update SOPs/playbooks and roll out training/calibrations. Partner with acquirers/processors on policy clarifications and case-level negotiations. C. Quality & Enablement: Review/approve critical submissions to ensure First-Time-Right quality; reduce rework/defects. Coach Agents; certify new hires for production; drive template/snippet/evidence-checklist improvements. D. Prevention & Analytics: Identify friendly-fraud patterns and systemic gaps; recommend prevention (descriptor hygiene, refund/return design, SCA/3DS). Collaborate with Analytics/Automation to scale insights and reduce manual workload. Required Qualifications: Deep knowledge of VCR/MDR, Amex & Discover procedures; strong case-law style writing. Hands-on with VROL, Mastercom, Amex/Discover portals; CRM; intermediate Excel; SQL/BI preferred. Proven track record improving win rates and reducing pre-arb volumes. Documents to Carry: Carry a printout your updated resume. Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport). All original education documents needs to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree) Mandatory to carry: Smartphone with good front camera, charger and Headset for Assessment, Government ID proof Hardcopy. Pointers to note: Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions. Original Government ID card is must for Security Clearance Thanks & Regards, Infosys BPM Recruitment Team

📌 Walkin Drive For Merchant Disputes & Chargeback on 22nd Sept-Bangalore (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru