Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a quick-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Dispute agents are responsible for review and resolution of cardholder disputes submitted through a centralized tool. In this role, the dispute agent would be responsible for analyzing the inbound dispute and submitting the chargebacks to the appropriate network. This role may also involve communication between the cardholders and the client’s customers using various tools.

Responsibilities : Understand and clearly explain Visa/MasterCard/Pulse/Maestro/AMEX regulations as necessary.

- Review and assess transaction data, merchant evidence, customer claims, and supporting documentation to determine valid decision.
- Prepare clear and concise rebuttals to card networks Visa/MasterCard/Pulse/Maestro/AMEX within required timelines.
- Maintain or exceed established standards (SLAs) for customer service
- Use multiple customer support software tools to resolve issues including Salesforce, Slack, internal, and external web portals
- Resolve basic issues with little or no supervision or direction.




- Ensure proper escalation of more complex issues and identification of potential processing problems.
- Work with peers and leadership to communicate fraud trends and share best practices, ideas, and information in Marqeta and our customers.
- Coordinate with our Issuing Bank partners to ensure that Marqeta is compliant with their requirements for monitoring, reporting, and dispute resolution.
- Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation.

Qualifications we seek in you! Minimum Qualifications

- Relevant experience in dispute management in financial services, payment industry, etc
- Strong understanding of Card Network regulations related to chargeback processing
- Working knowledge of Reg E, Z, data privacy and other regulatory requirements for dispute management
- Demonstrated ability to achieve results through cross-functional teams
- Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules
- Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who is able to work independently

Preferred Qualifications/ Skills

- Familiarity with digital payment solutions, mobile wallets, or prepaid card programs
- Advanced typing skills with high accuracy and speed (45+ WPM)




- Detail-oriented with the ability to accurately compose information while multitasking
- Adaptable to process changes and willing to continuously learn new systems and procedures

Why join Genpact?

- Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
- Make an impact - Drive change for global enterprises and solve business challenges that matter
- Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

JobAssociate

Primary LocationIndia-Gurugram

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingJan 29, 2026, 7:36:49 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time

📌 Associate (Gurugram)
🏢 Genpact
📍 Gurugram