– Back Office Dispute Specialist

Job Summary The Back Office Dispute Specialist is responsible for managing transaction disputes and chargebacks across banking, card, and digital payment products. The role involves reviewing customer claims, analyzing transaction data, and ensuring disputes are resolved in compliance with card network regulations, internal policies, and risk management standards.

Key Responsibilities

- Review, investigate, and resolve customer transaction disputes and chargebacks in a timely manner.
- Analyze transaction details, authorization logs, merchant evidence, and customer statements to determine dispute validity.
- Ensure adherence to card network regulations, banking policies, and internal compliance requirements.
- Maintain accurate case records, documentation, and audit trails within dispute management systems.
- Coordinate with internal departments, merchants, and payment partners for dispute resolution and case escalations.
- Monitor and identify dispute trends, merchant risk issues, and operational control gaps.
- Support process improvement initiatives to enhance dispute handling efficiency and reduce risk exposure.
- Prepare reports and maintain dispute-related MIS data as required by management.




- Ensure high levels of accuracy, confidentiality, and customer service throughout the dispute resolution process.

Required Skills & Qualifications

- Bachelor’s degree in Commerce, Business Administration, Finance, or a related field.
- Experience in banking operations, chargebacks, disputes, or payment processing preferred.
- Knowledge of card network rules and digital payment dispute processes.
- Strong analytical and problem-solving skills.
- Proficiency in MS Office and dispute management systems.
- Excellent attention to detail and documentation skills.
- Strong communication and teamwork abilities.
- Ability to work in a fast-paced and deadline-driven environment.
- Immediate joiners preferred.
- Candidates should be versatile with shift timings.

Shift Timing

- 6:00 PM to 3:00 AM

Pay: ₹15,000.00 - ₹18,000.00 per month

Ability to commute/relocate

- Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Experience:
- Banking: 1 year (Preferred)

Shift availability:
- Night Shift (Required)
- Overnight Shift (Required)

Work Location: In person

📌 Dispute Analyst / Banking Operation (Kochi)
🏢 EXL Service
📍 Kochi