- 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
- 2 5 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
India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking
