Sr.Analyst
Summary
Investigates fraud-related customer disputes, applies card network rules, and manages chargebacks to ensure compliance and resolve claims.
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.
• 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.
• Bachelor’s degree or equivalent work experience.