Chargeback Specialist

When customers dispute charges with their card-issuing bank, the chargeback flow lands on your queue — the merchant has limited days to respond, evidence to compile (proof of delivery, signed authorization, terms of service acceptance), and the case-response narrative to draft. The specialist works the dispute platform (Verifi, Ethoca, network-specific tools at issuer-side, processor portals at merchant-side), the merchant's transaction records, and the regulatory framework around card-network dispute rules. Chargeback win rates and net-loss recovery are the operating measures.

The catch tends to be the time pressure on every response — chargeback rules give merchants tight windows to respond (typically 7-20 days), evidence must meet specific format requirements, and unprosecuted chargebacks become losses. Variance is wide: at large merchants (e-commerce, subscription, travel) the role works within structured dispute teams; at smaller merchants it tilts more generalist; at issuer-side or processor positions the work serves multiple merchant relationships.

This role fits people who are analytically rigorous, comfortable with regulatory text, and patient with the documentation work disputes generate. Card-network credentials (CPP from PCI), payment-industry training (ETA CPP), and ongoing CE anchor advancement. The trade-off is the cycle-deadline pressure chargeback work generates and the modest fraction of disputes that ultimately resolve in the merchant's favor.