Chargeback Analyst Job Description

A Chargeback Analyst decides which chargebacks to fight. Working inside a payments or merchant-acquiring operation, the analyst gathers transaction evidence and applies Visa and Mastercard representment rules within strict network deadlines. The analyst also coordinates with sub-merchants, issuers, and risk teams to defend legitimate charges and flag fraud patterns. Performance in this seat is measured against network representment windows and win-rate targets on contested cases, a scorecard that differentiates it clearly from general fraud investigation roles working the same disputes across issuers, acquirers, and merchant partners nationwide.

As the Chargeback Analyst, you own dispute resolution for card transactions, applying network rules and evidence standards to protect revenue across merchant and processor relationships. Working within a payments or risk operations team, you partner daily with sub-merchant, issuer, and acquirer contacts to keep chargeback cases moving within strict, network-imposed deadlines.

Career Impact: Handling pre-arbitration cases and multi-network compliance reviews builds a specialized credential that acquirers and processors specifically recruit for in payments risk teams.

Business Impact: Every case resolved protects a merchant's revenue and keeps issuer relationships intact, directly reducing the losses represented in monthly chargeback reserve and reconciliation reports.

Growth Opportunity: Depth in multi-network dispute rules and case escalation opens paths into fraud strategy, payments risk, or contract pricing roles as case complexity grows.

• Own chargeback and pre-arbitration cases end-to-end, from evidence gathering through network resolution, to protect merchant revenue.
• Validate transaction and funding history across internal and third-party systems to confirm legitimate charges and rule out errors.
• Apply Visa, Mastercard, and other card-network rules to determine representment eligibility and routing within strict network deadlines.
• Monitor disputed and queued transactions for fraud patterns, escalating suspicious activity to risk teams.
• Coordinate with sub-merchants, issuers, and acquirers to gather evidence and communicate case outcomes.
• Track chargeback and refund activity at the merchant and processor level to support reserve reporting.
• Guide less experienced analysts through case prioritization, queue management, and payment exception handling.
• Recommend process changes that reduce recurring chargebacks and improve merchant-facing dispute response efficiency.

• Bachelor's degree in business, finance, accounting, or a related field, or equivalent work experience.
• 1 or more years of experience in chargeback or dispute processing, with exposure to card-network rules and deadlines.
• Working knowledge of Visa, Mastercard, and other card-network chargeback and re-presentment regulations.
• Strong written and verbal communication skills for corresponding clearly and professionally with merchants, issuers, and acquiring banks daily.
• Ability to manage multiple deadline-driven cases simultaneously with strong organization and attention to detail.
• Ability to analyze transaction and account data closely and make sound decisions quickly with limited or incomplete information.
• Proficiency with spreadsheet and reporting tools for tracking, validating, and reconciling case data.
• Ability to work independently while coordinating closely and daily across risk, finance, and support teams.

• Prior experience handling pre-arbitration cases or complex network-level escalations that go beyond standard first-line chargeback processing.
• Familiarity with fraud-pattern analysis techniques used to flag emerging chargeback and dispute trends before they escalate further.
• Experience mentoring or guiding junior analysts through caseload prioritization, queue management, and escalation handling.
• Background in a regulated payments, banking, or e-commerce environment with cross-border transaction dispute exposure and regulatory reporting experience.

• Chargeback win rate: the percentage of contested cases resolved in the merchant's favor.
• Representment cycle time, measured in days from case assignment to network submission.
• Case volume processed per week, reflecting caseload capacity under network deadlines.
• Deadline compliance rate, the percentage of cases submitted within network re-presentment windows.
• Fraud-flag accuracy rate, the percentage of escalated cases confirmed as fraudulent.
• Typical tools: spreadsheet software (commonly Excel); CRM/case-management platforms (commonly Salesforce or Zendesk).

• Base Salary Range: $45,000 to $62,000 per year for a mid-level Chargeback Analyst in payments.
• Bonus: Small annual performance bonus tied to case win rate and deadline compliance.
• Equity: Rarely offered at this level, occasionally available at larger fintech employers.
• Health Benefits: Standard US medical, dental, and vision coverage with employer premium contribution.
• PTO: Typically 10 to 15 days annually, plus standard company holidays.
• Common Perks: Remote or hybrid work options, and tuition support for certification courses.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by federal, state, or local law. Reasonable accommodations are available upon request throughout the hiring process. Employment is contingent upon successful completion of a background check. Candidates must be authorized to work in the United States without current or future sponsorship.

The Chargeback Analyst owns chargeback cases end-to-end from inquiry to resolution, gathering evidence from sub-merchants to represent disputes and prevent fraud losses. Reporting to the risk and finance teams, the Chargeback Analyst liaises with support, development, and underwriting groups to strengthen the chargeback process for merchants.

Key Responsibilities

• Own all chargeback cases end-to-end from Inquiry to Resolution, including sub-merchant communication, collections, and reconciliation.
• Work with sub-merchants to gather compelling evidence and transaction details to represent chargeback cases on their behalf.
• Research transaction activity efficiently between multiple systems to validate transactions and funding history.
• Ensure accurate, timely, and professional responses to cases and sub-merchants while managing multiple deadlines.
• Maintain strict adherence to domestic and international chargeback rules and regulations.
• Provide excellent customer service and support to merchants while assisting them with responding to disputes.
• Support Risk Teams to help analyze and prevent possible future fraudulent transactions as required, based on chargebacks received, by providing team members with transactions reviewed that have come back as fraud chargebacks.
• Analyze transaction errors that cause chargeback losses, troubleshoot to determine causes, and work with subject matter experts to identify and execute solutions.
• Share ideas and information that could benefit merchants, reduce chargebacks, or improve efficiency.
• Liaise with internal teams, such as support, development, finance, risk, and underwriting teams, to manage chargebacks.

Required Qualifications

• University/College degree or equivalent work experience.
• Experience working with large acquirers, issuers, or within the bank industry.
• Experience interacting with customers and great communication skills, verbal and written.
• Familiarity with tools such as Zendesk, Jira Service Desk, and Google Office.
• Excellent time management and decision-making skills while effectively handling high-volume situations.
• Ability to write reports and correspondence for communication with customers.
• Detail-oriented and enthusiastic person with a passion for problem-solving and helping others.
• Keen eye for creating efficiencies in a fast-paced environment.

Embedded within the Accounting and resort teams, the Chargeback Analyst investigates customer disputes and prepares representment documentation for payment processors, escalating unresolved issues to senior management. Working closely with Treasury, Legal, and Sales stakeholders, the Chargeback Analyst cross-trains across the business to guide less experienced associates and limit chargeback fraud exposure.

Core Functions

• Respond fully, accurately, and promptly to credit card dispute/chargeback requests and fraud alerts by researching and investigating information and taking appropriate actions to remedy.
• Provide investigative support for issues and escalations related to chargeback operations.
• Build dispute cases to recover funds.
• Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued.
• Monitor disputed transactions for possible fraudulent activity.
• Establish good working relationships with key stakeholders in Accounting, Treasury, Legal, Sales, and Resort teams.
• Provide guidance to less experienced associates.
• Handle escalated communications with resorts, cardholders, and acquirers.

Qualifications & Experience

• An undergraduate degree in accounting or finance is preferred.
• 2+ years' experience in credit card disputes/chargebacks, including CNP (card not present) processing and subscription-based business models.
• Knowledge of card brand operating rules and regulations and federal and state regulations.
• Knowledge of processes and procedures that affect credit, debit, and prepaid debit dispute processing.
• Proficiency with Microsoft Office, including Excel.
• Ability to communicate effectively in writing and verbally across all levels of the organization.
• Ability to manage multiple tasks while working both independently and in a team environment.
• Ability to listen and resolve conflict while maintaining confidentiality.
• Able to effectively present information to management and acquirers.
• Strong sense of curiosity required.
• Ability to make independent judgments that have considerable impacts on the organization.
• Ability to analyze information, think through difficult problems, and make critical decisions based on limited information.

Reporting to the payments operations team, the Chargeback Analyst shapes dispute resolution across international payment networks by applying subject matter expertise to policy-based case reviews. Partnering with the Customer Success group and external banking institutions, the Chargeback Analyst recommends process improvements that keep daily payment operations compliant with money movement regulations.

Primary Duties

• Understand dispute and chargeback processes and procedures, and develop and apply subject matter expertise related to international payments.
• Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures.
• Partner with internal groups and external banking institutions to resolve issues.
• Collaborate with the Customer Success group to research and respond to dispute-related customer inquiries and issues.
• Make recommendations for process improvements related to daily payment operations procedures.
• Review, analyze, and resolve simple to complex payment processing issues.
• Provide education and payment lifecycle knowledge to internal and external customers.
• Recommend viable solutions and actions, based on compliance and regulatory facets of money movement, including chargeback rules and applicable banking regulations.
• Identify and resolve systemic issues that may arise through day-to-day processing activities.
• Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights.
• Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense.
• Partner cross-functionally within and outside the organization.
• Identify, research, and highlight trends, making efficiency recommendations.

Skills & Qualifications

• Bachelor's in Finance, accounting, economics, or engineering-related fields.
• 2 years of chargeback and payment card risk management experience.
• Possesses strong data analysis and investigative reporting skills.
• Solid analytical skills to propose process improvements.
• Strong skills using Excel and other software to create spreadsheets, models, and reports.
• Ability to guide analysts through workload prioritization, queue management, and payment exception handling.
• Meets service level and performance requirements to deliver high-quality work.
• Able to solve transaction or payment issues without complete process guidance.
• Able to document issues, proposed solutions, SOPs, or training materials for bigger teams.
• Communicates clearly and effectively with customers while investigating and resolving payment exceptions.
• Ability to establish strong relationships with all levels of an organization.
• Ability to make sound judgment calls.

Sitting at the intersection of fraud detection and customer redemptions, the Chargeback Analyst leads analysis of transaction trends across the Risk, Operations, and Redemptions teams. Operating across both merchant and processor sides, the Chargeback Analyst builds fixes for process deficiencies to reduce fraud and chargeback incidents for credit and debit card customers.

Duties

• Work with the Risk, Operations, Customer, and Redemptions teams.
• Provide end-to-end support for credit and debit card customers.
• Analyze trends and patterns in fraud and chargeback incidents.
• Detect deficiencies in current processes and procedures to propose fixes to strengthen existing processes.
• Respond to chargeback and fraud cases from customers on both the merchant and processor sides.

Requirements

• Bachelor of Science or Bachelor of Arts.
• Previous experience in payment processing, issuing, or a technology company.
• Hands-on experience working with customers.
• Ability to clearly communicate complex findings to technical and non-technical audiences.
• Ability to prioritize projects in a fast-paced startup environment.
• Able to be in the office daily.

Consistent acquirer case resolution depends on the Chargeback Analyst, who builds and manages chargeback rules and processes across Visa, Mastercard, and Amex disputes. Serving as the primary point of contact for cardholders and merchants, the Chargeback Analyst resolves subscription cancellations and escalates fraud risk concerns to strengthen CRM-based case communication.

Accountabilities

• Work chargeback rules and processes for acquirers on Visa, Mastercard, and ideally Amex, to ensure cases are handled correctly and within time.
• Take ownership of own caseload.
• Keep customers updated on case progress and manage customer communication on behalf of the organization.
• Resolve subscription cancellations and recurring charges.
• Understand and interpret acquiring and issuing credit and fraud risk.
• Report any risk or fraud concerns to the relevant team.
• Provide best-in-class acquiring customer service support.
• Deal with a wide variety of inbound and outbound customer service calls and emails.
• Perform administrative tasks, including customer account changes and updates.
• Use internal payment systems and the CRM system to resolve queries and communicate outcomes to customers.
• Resolve issues in a timely manner and escalate where appropriate.
• Build and maintain strong relationships with both customers and internal stakeholders.
• Proactively solve problems and identify opportunities to improve customer experience.
• Suggest new and improved ways of working for the best outcomes for customers.

Technical Qualifications

• Experienced in chargeback processing within merchant acquiring and/or issuing, 1 to 3 years preferred.
• Knowledge of MasterCard and Visa card scheme risk rules.
• Knowledge of customer service principles and practices.
• Good knowledge of CRM systems, in particular Salesforce.
• Ability to handle customer complaints and difficult situations in a patient, calm, and effective way.
• Good numeric, oral, and written language skills.
• Well-organised and thorough, even under pressure, with knowledge of administrative procedures.
• Ability to be flexible, decisive, and quick-thinking.
• Problem analysis and problem-solving skills.

As the Chargeback Analyst I, this role owns incoming chargeback and pre-arbitration case reviews, validating documentation and confirming network re-presentment eligibility across multiple acquirer networks. Account managers and network partners rely on this work to keep debit and credit adjustments processed within Visa, Mastercard, and regional network timeframes.

Activities

• Print out and review daily incoming documentation in response to chargeback notifications.
• Review incoming journals and validate if the documentation supports filing a re-presentment with the networks.
• Review transactions to determine the appropriate network routing of the transaction and then ensure network re-presentment rules are met before submitting to the network for credit.
• Perform any necessary research and look up specific transaction details that need to be included with the re-presentment case.
• Process re-presentments daily and within network timeframes.
• Research and process pre-arbitrations within network timeframes.
• Process Debit and Credit Adjustments to Cardholders as requested by terminal owners due to terminal out-of-balance issues, reversals, and also to resolve daily match and kill Settlement variances.
• Keep up to date on industry information, system changes, network rules, and compliance issues.
• Respond to requests and maintain open communications between the team, account managers, and external customers.
• Scan all documentation and archive it in the Chargeback folder daily to ensure the data and documentation are available for internal use.
• Assist other team members and perform other tasks within the department as required by management.

Position Requirements

• 1 to 2 years of experience in chargeback processing preferred.
• Knowledge of Visa, MasterCard, STAR, ACCEL, AFFN, CU24, Shazam, NYCE, and Pulse networks' chargeback rules and regulations.
• Proficient in MS Word and MS Excel.
• Excellent attention to detail and organizational skills.
• Strong written and oral communication skills.
• Ability to work in an environment with daily changes.
• Ability to be self-motivated and quickly learn new procedures.
• Excellent problem-solving skills.
• Must be able to work well with others, specifically with a team.
• Ability to work overtime, holidays, and weekends as required.

Associate Chargeback Analyst builds dispute, fraud, and payment reporting that tracks aggregate chargeback and refund activity at the merchant and processor level. The work directly supports partners and vendors by delivering timely dispute processing within strict deadlines to protect international growth and performance standards.

Operational Focus

• Monitor and analyze merchants' payment activities using internal and external reporting tools.
• Monitor, process, and report on disputes and follow procedures accurately to take appropriate actions within strict deadlines.
• Provide timely support to internal teams and interface with partners and vendors.
• Track and report on aggregate-level chargeback and refund activity at the merchant and processor level.
• Demonstrate exemplary team-working skills by maintaining a professional, positive, and supportive attitude.
• Continue to grow and learn as a member of a team.

Knowledge, Skills & Abilities

• Minimum 1 year of experience in a similar role in the payments or chargeback industry.
• Experience working with third-party chargeback management providers is a plus.
• Effective listening and strong analytical skills.
• Demonstrated experience with data management and reporting applications, including the Microsoft Office suite.
• Professional verbal and written communication skills are an absolute must.
• Demonstrated ability to manage multiple tasks and priorities.
• Ability to learn new processes and work within a fast-paced, changing environment.

The Accounts Receivable Chargeback Analyst oversees chargeback disputes and Daily Cash Report postings, reconciling deductions monthly across factoring and royalty accounts. Reporting to the A/R Manager, the Accounts Receivable Chargeback Analyst partners with Operations to resolve escalated accounts and keep aging reports current for outstanding invoices.

Key Deliverables

• Assist with managing all chargeback disputes.
• Review and post chargebacks from the Daily Cash Report.
• Escalate any problem accounts/chargebacks to the A/R Manager.
• Record accounts with Royalties and manage the royalty deduction report.
• Account for and reconcile chargebacks on a monthly basis.
• Work closely with the factoring collectors and adjusters to oversee the A/R aging and ensure timely collection of outstanding invoices.
• Act as a liaison with the Operations team to identify and resolve issues.
• Partner with internal departments on a regular basis to communicate customer issues and find resolutions.
• Prepare a weekly outstanding A/R aging report on collection activities and progress.
• Prepare monthly reconciliations for all A/R accounts from sub-ledger to general ledger.
• Prepare factor and bank reconciliations for various accounts.

Education & Experience

• Bachelor's Degree in Accounting required.
• 2+ years of relevant Accounts Receivable Factoring experience.
• Chargeback experience is required.
• Apparel industry experience is preferred, though wholesale fashion or accessories industry experience is required.
• Experience with a major ERP system, such as Microsoft Dynamics GP, is a plus.
• Multi-tasking, highly organized, and able to meet tight deadlines.
• Detail-oriented, quick learner, and able to work in a high-volume, fast-paced environment.

Embedded within the Payments Trust and Safety team, the Anti-Fraud Returns & Chargeback Analyst advances chargeback dispute resolution by determining which cases to accept and which to fight under card association rules. Working closely with internal processing systems, the Anti-Fraud Returns & Chargeback Analyst prepares representment evidence and analyzes chargeback reports to block fraud perpetrators from the platform.

Areas of Ownership

• Investigate and resolve chargeback disputes accurately and promptly while strictly adhering to payment system requirements and card association chargeback rules and regulations.
• Determine which chargebacks to accept and which to fight.
• Seek documentation or proof that the customer made a valid purchase, and prepare evidence for chargeback representment.
• Analyze chargeback issues and reports for the organization and its customers to identify and block fraud perpetrators in the system.
• Maintain strong professional knowledge of internal and external processing systems and provide a high standard for chargeback productivity and quality.
• Provide support to system functionality, chargeback process, and dispute lifecycle.

Professional Experience

• Experience in chargeback or fraud processing within the payment industry is an advantage.
• Strong knowledge of Visa/MasterCard rules and procedures.
• Excellent communication skills, both oral and written.
• Ability to solve complex problems with minimal direction.
• Meticulous, with close attention to detail.
• Demonstrates curiosity and drive to get to the root of a problem.

Reporting to the chargeback accrual manager, the Chargeback Analyst refines wholesaler chargeback deductions by researching, resolving, and trending discrepancies within distributor contractual terms. Partnering with wholesaler and distributor partners, the Chargeback Analyst reconciles credits issued against submissions to keep end customer sales transaction data accurate.

Role Responsibilities

• Research, resolve, analyze, and trend chargeback discrepancies to result in appropriate credits issued within wholesaler and distributor contractual terms.
• Develop, build, and maintain strong collaborative relationships with wholesaler and distributor partners.
• Reconcile wholesaler chargeback deductions.
• Assist the Manager in capturing and analyzing chargeback accrual and reserve month-end financials.
• Review credits for completeness and accuracy.
• Track, calculate, and process chargeback credits to key partners.
• Reconcile chargeback submissions received and credits issued, ensuring accuracy of claim data for end-customer sales transactions and payment to wholesaler.

Background & Experience

• 1 or more years of relevant experience.
• Accounts receivable and data analysis experience required.
• Strong analytical skills: recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action.
• Intermediate to advanced Microsoft Word and Microsoft Excel skills preferred.
• Ability to work with teams as well as independently.

Sitting at the intersection of customer service and credit card dispute resolution, the Chargeback Analyst develops responses to chargebacks under pre-established dispute guidelines. Operating alongside customer service representatives, the Chargeback Analyst tracks dispute trends by provider and flags policy or logistics issues that drive unnecessary chargebacks.

Job Functions

• Respond to and resolve all chargeback disputes received in accordance with pre-established dispute guidelines.
• Assist customer service representatives with customer inquiries or issues regarding customer accounts and dispute status.
• Identify and report any rise in dispute trends by credit card provider.
• Provide feedback on policies, products, and logistics that may be causing unnecessary chargebacks.
• Perform administrative and clerical tasks such as filing, following up on email correspondence, and data entry.

Minimum Qualifications

• Experience in ecommerce, electronic payment fraud, risk operations, or credit card industry regulations is preferred.
• Be able to effectively multi-task in a fast-paced environment with a heavy workload.
• Be highly attentive to detail.
• Excellent written and verbal communication skills.
• Must be available on weekends and holidays.

A key member of the U.S. distributor and health systems pricing team, the Chargeback Analyst oversees GPO online tier activations and analyzes designation-change impacts on customer pricing. Collaborating across compliance and pricing functions, the Chargeback Analyst resolves activation conflicts in Vistex and pursues process improvements to the designation workflow.

What You'll Do

• Maintain GPO online tier activations.
• Analyze and process all tier activations submitted by Group Purchasing Organization members.
• Ensure timely processing of tier activations.
• Analyze all qualifiers and the impact of designation changes, and resolve any conflicts that arise.
• Ensure accuracy in customer pricing and compliance information set up in Vistex.
• Identify process improvements across the designation process.
• Actively pursue opportunities to continuously improve the designation processes and the customer experience.

Required Qualifications

• Bachelor's Degree.
• 2+ years of relevant work experience.
• Proficient in Microsoft Excel.
• Great interpersonal skills.
• Excellent communication skills, written and verbal.
• Strong attention to detail.