Disputes Junior Analyst

About The Role

As a Disputes Junior Analyst , you will support PayMongo's dispute and chargeback operations and help protect both PayMongo and our merchants from preventable losses.

You will manage dispute cases through different stages of their lifecycle — reviewing case information, gathering and validating evidence, maintaining accurate documentation, coordinating with merchants and internal teams, and helping ensure responses are completed within required timelines.

This is a great opportunity for someone early in their career who is detail-oriented, organized, comfortable working with deadlines, and interested in fintech, payments, fraud, or risk operations.

What You'll Do

Manage Dispute and Chargeback Cases

You will support the day-to-day processing of dispute cases from initial review through resolution.

You Will:

• Review assigned dispute cases and validate relevant transaction and case information.
• Track cases through the different stages of the dispute process.
• Follow established procedures and checklists to make sure important steps aren't missed.
• Keep case statuses accurate and up to date.
• Prioritize cases based on deadlines and required response timelines.
  
  

Review and Organize Evidence

Strong evidence and documentation can significantly affect the outcome of a dispute.

You Will:

• Review transaction information and supporting documents for completeness and relevance.
• Identify missing, inconsistent, or unclear information.
• Organize evidence into clear and structured case files.
• Help prepare evidence packages and supporting narratives for dispute responses.
• Escalate unusual cases, potential fraud indicators, or cases requiring additional guidance.
  
  

You don't need to be an expert in disputes or chargebacks from day one. We are looking for someone who can learn the process, apply guidelines carefully, and exercise good judgment when something requires escalation.

Maintain Accurate Case Documentation

You will help ensure that PayMongo maintains complete and reviewable records for every dispute case.

You Will:

• Document actions taken throughout the case lifecycle.
• Keep evidence and supporting files properly organized.
• Record important dates, decisions, submissions, and outcomes.
• Perform quality checks before cases are submitted or closed.
• Help maintain documentation that is clear, consistent, and audit-ready.
  
  

Work With Merchants and Internal Teams

Dispute resolution often requires additional information from merchants, so you will also help coordinate the collection of supporting evidence.

You Will:

• Work with Customer Success and Commercial teams to obtain required merchant documentation.
• Communicate clearly and professionally about evidence requirements and deadlines.
• Review merchant submissions for completeness.
• Follow up when information is missing or unclear.
• Escalate cases where missing information or delayed responses could affect the outcome.
  
  

You will also collaborate with Fraud Operations, Product, Engineering, Finance, and Compliance when cases r equire broader investigation or support.

Help Improve Our Disputes Operations

Beyond individual cases, you will help the team understand recurring issues and improve how disputes are handled.

You Will:

• Track dispute volumes, reasons, and outcomes.
• Identify recurring issues or patterns.
• Help improve templates, checklists, playbooks, and operating procedures.
• Surface workflow or tooling issues that create unnecessary delays or rework.
• Contribute ideas that make dispute handling more accurate and efficient.
  
  

What We're Looking For

We're looking for someone who combines s trong attention to detail with discipline, reliability, and clear communication.

You will likely thrive in this role if you have:

• Strong attention to detail and accuracy.
• Good organizational and case-management skills.
• The ability to manage multiple tasks while keeping track of deadlines.
• Strong written communication skills.
• The discipline to follow structured processes and checklists consistently.
• Good judgment and the ability to recognize when something needs to be escalated.
• Comfort working with spreadsheets, trackers, and documentation.
• The ability to work collaboratively with different teams.
• A willingness to learn about payments, disputes, chargebacks, fraud, and risk operations.
  
  

Nice to Have

Experience or familiarity with any of the following would be helpful, but isn't required:

• Disputes or chargebacks
• Fraud or risk operations
• Payment or financial services operations
• Customer or merchant operations
• Case management or ticketing systems
• Excel or Google Sheets
• Documentation or evidence review
  
  

Previous disputes or chargeback experience is not required if you have strong analytical, organizational, and operational fundamentals and are willing to learn.

What Success Looks Like

Success in this role means becoming someone the team can rely on to handle cases accurately, completely, and on time.

You will help ensure dispute cases progress within required timelines, documentation and evidence are complete, merchants understand what is required from them, and cases don't fall through the cracks.

As you grow in the role, you will also develop a deeper understanding of dispute patterns, fraud and risk indicators, payment operations, and opportunities to improve PayMongo's dispute processes.

Team & Reporting

The Disputes Junior Analyst reports to the Head of Operations , with day-to-day guidance from the Senior Fraud Operations Analyst.

You will work closely with Customer Success and Commercial for merchant-related coordination and collaborate with Fraud Operations, Product & Engineering, Finance/Settlement Operations, and Compliance as needed.

This is an individual contributor role with no direct reports.

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