Manage payment disputes and chargebacks, including evidence preparation, case assessment, and submission in line with major card-scheme rules (e.g. Amex, Mastercard, Visa etc.) and internal terms and conditions.
Review dispute outcomes to accurately document reporting and analysis.
Work with internal systems and payment service providers to manage disputes efficiently.
Support fraud investigations for cases escalated by our Customer Service team.
Perform manual fraud reviews on flagged transactions and accounts, taking appropriate actions on confirmed fraud.
Contribute to continuous improvement of fraud and dispute processes, including tooling enhancement and rule tuning.
Maintain accurate documentation and support internal risk operational controls.

Requirements

Have experience in payments and fraud, dispute or a similar analytical & operational role
Have good attention to detail and comfort working with structured processes
Have an analytical mindset: you like understanding *why* something happened
Are confident working with data, built-in report tools, and adapting to internal systems
Clear written communication and good documentation habits
Are curious, enthusiastic, proactive, forward-thinking and eager to learn.
Work independently and collaboratively, being comfortable with stakeholders’ management and critical thinking.
Knowledge of SQL and Machine Learning models is a plus, not a requirement, and there will be opportunity to learn about them.
An interest in fraud, payments, or financial risk (prior experience is a plus, not a requirement)

Benefits

private healthcare & dental insurance
generous work from abroad policy
2-for-1 share purchase plans
an EV Scheme to further reduce carbon emissions
extra festive time off
excellent family-friendly benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

paymentsfraud analysisdispute managementcase assessmentevidence preparationdata analysisSQLreporting toolsmachine learning

Soft Skills

attention to detailanalytical mindsetclear communicationdocumentation skillscuriosityproactivenesscollaborationstakeholder managementcritical thinking