Disputes and Chargebacks Manager

Position Summary
We are seeking a detail-oriented and proactive Disputes and Chargebacks Manager – Ethoca/APM Specialist to lead and manage all MasterCard/Visa/APM-related dispute resolution and chargeback activities. In this role, you will be responsible for analyzing and resolving disputes, managing chargeback cases, and developing strategies to reduce future occurrences. If you have deep expertise in dispute resolution processes and a passion for ensuring financial integrity and customer satisfaction, we’d love to hear from you.

Key Responsibilities
Dispute & Chargeback Management:
- Oversee and manage all disputes and chargeback cases, ensuring a timely and accurate resolution process.
- Act as the primary point of contact with dispute resolution teams and financial institutions.
- Analyze dispute cases, gather supporting evidence, and prepare comprehensive case files for resolution.

Process Optimization:
- Identify trends and common issues in dispute cases, and recommend process improvements to reduce chargeback rates.
- Develop and implement best practices and policies for managing disputes and chargebacks.

Collaboration & Reporting:
- Work closely with internal teams including Payment Operations, Risk, and Customer Support to coordinate dispute resolution efforts.
- Generate regular performance reports, detailing key metrics and actionable insights to drive strategic improvements.

Compliance & Quality Assurance:
- Ensure all dispute management activities adhere to internal policies and external regulatory requirements.
- Maintain high standards of documentation and case management to support audit and compliance efforts.