Lumimeds - Payments Dispute & Chargeback Specialist - Remote
Requirements
• 4+ years experience handling chargebacks, payment disputes, or fraud investigations • Experience working with Stripe, NMI, or other payment gateways • Understanding of Visa, Mastercard, and card network dispute processes • Strong attention to detail and analytical thinking • Experience compiling dispute evidence and documentation • Strong written communication (for bank dispute responses) • Comfortable working in a fast-paced startup environment • Experience in telehealth businesses or e-commerce companies • Experience using tools like Disputeninja, Vector Payment, or chargeback management platforms • Familiarity with fraud detection or payment risk tools • Advanced Excel / data analysis skills
Responsibilities
• Chargeback Lifecycle Management • Manage the end-to-end chargeback process from dispute notification to final resolution • Review incoming disputes from Stripe and other payment processors • Understand and categorize disputes based on card network reason codes • Ensure disputes are responded to within required deadlines • Dispute Investigation • Investigate transactions and customer activity to determine the validity of disputes • transaction history • account activity • IP address and device information • billing and shipping data • customer communication history • Identify cases of potential friendly fraud, unauthorized transactions, or policy abuse • Evidence Compilation & Representment • Prepare and submit structured evidence packages to dispute chargebacks • proof of service or delivery • billing descriptors and transaction details • customer communications and support interactions • account activity logs • Ensure evidence submissions meet Visa, Mastercard, and payment processor requirements • Fraud & Risk Monitoring • Monitor dispute trends and identify fraud patterns or abuse behaviors • Flag suspicious transactions and coordinate with internal teams to mitigate risk • Assist in improving internal fraud detection and prevention processes • Cross-Team Collaboration • Work closely with Customer Support to resolve disputes before they escalate into chargebacks • Coordinate with Finance and Payments Operations on reporting and reconciliation • Provide feedback to internal teams on areas that may reduce future disputes • Reporting & Performance Tracking • chargeback ratio • dispute win rate • dispute resolution time • Help maintain chargeback ratios below card network monitoring thresholds • Identify operational improvements to reduce future disputes
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