Sr Analyst

The Fraud Investigator is responsible for investigating and resolving customer disputes related to legitimate (fraud) transactions. This includes chargebacks, billing errors, service/product quality issues, and merchant disputes. The role ensures compliance with regulatory guidelines (e.g., Visa/Mastercard rules), internal policies, and deadlines. 

Responsibilities

• Review and analyze cardholder claims related to non-fraudulent transactions.

 • Collect and examine relevant documentation (receipts, invoices, communication, etc.) to validate claims.

 • Apply appropriate card network rules (Visa/Mastercard/Amex) to determine liability and appropriate resolution.

 • Initiate and manage chargebacks, representments, and other dispute-related processes. • Communicate clearly with internal departments, merchants, and customers to gather evidence and provide updates.

 • Ensure all investigations are completed within specified timeframes and compliance standards

. • Maintain accurate and detailed case records in dispute management systems. 

• Identify trends and escalate recurring issues or unusual patterns to the appropriate teams. 

Qualifications

• Bachelor’s degree or equivalent work experience.