teya - Chargeback Specialist
Requirements
• Experience in chargebacks, disputes, payments operations, fraud, or a closely related role at a payments company, acquirer, PSP, or financial institution. • A working understanding of how card schemes operate reason codes, dispute timeframes, and the difference between fraud, consumer-dispute and processing-error chargebacks (or the appetite and aptitude to learn this quickly). • Strong analytical judgement: you can read a case, weigh the evidence against the rules, and decide whether it's worth challenging. • Comfort working with data, reading dashboards and reports, and ideally writing or adapting basic SQL queries to pull case information. • Excellent written communication in English; you can explain a dispute clearly to a merchant and document a case cleanly for the schemes. • Organisation and self-direction, chargebacks run on tight, scheme-set deadlines, and you'll manage a queue of cases at different stages at once. • A merchant-first mindset balanced with a clear understanding of Teya's commercial and fraud-loss exposure. • Direct experience with Visa, Mastercard or AMEX dispute portals and chargeback management. • Additional European languages (our merchants are spread across several markets). • Exposure to fraud operations, scheme monitoring programmes (e.g. Visa VAMP, Mastercard MATCH), or APP fraud / consumer-protection processes.
Responsibilities
• Review incoming chargebacks, classify them by reason code, and determine the right course of action dispute, partially accept, or accept within scheme deadlines. • Build and submit dispute packages in the scheme portals, assembling merchant evidence (receipts, delivery confirmation, terms and conditions, communication logs) into clear, rules-based arguments. • Manage cases through the full dispute lifecycle: first chargeback, second presentment, pre-arbitration and arbitration, keeping case statuses accurate throughout. • Work merchant responses that come through the ticketing queue, requesting further information where evidence is insufficient and keeping merchants informed of progress and outcomes. • Identify and action one-sided dispute cases that can be challenged without merchant input (for example, transactions already refunded, time-barred chargebacks, or disputes against terminated fraud merchants) — to recover funds and reduce Teya's losses. • Use data tooling surface chargebacks worth challenging, monitor case volumes, and catch gaps such as missing notifications. • Spot patterns in why merchants receive chargebacks and feed insights back to merchants and internal teams to help prevent them. • Contribute to monthly management information: cases worked, disputes won and lost, amounts recovered, and chargeback ratios. • Work closely with Customer Relations, Fraud, Risk and Engineering on escalations, process improvements, and the push to revolutionise the chargeback process for smarter tooling, better solutions, and AI agents that take the grind out of disputes.
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