Card Disputes Specialist

About this role

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Skills you'll use

What you'll do

• Maintaining consistent and high-level execution of daily tasks and recurring responsibilities within Card Disputes;
• Supporting own team in reaching main performance metrics targets and SLAs set to Operations organisation;
• Meeting individual SLAs and KPIs set for the role;
• Detecting and escalating domain related problems and complex issues, ensuring timely and relevant communication with stakeholders;
• Following Operational procedures and keeping track of critical updates.
• Execute the end-to-end investigation and resolution of complex Card Fraud (CF) and Non-Fraud (NF) disputes, ensuring every decision is strictly compliant with card scheme rules and regulatory requirements.
• Actively identify weaknesses or "friction points" in daily workflows, proposing and helping implement practical solutions that make our operations more scalable and efficient.
• Maintain a high bar for accuracy and security in every case handled, upholding detailed records and ensuring all reporting responsibilities are met with factual precision.

Who can apply

• Work closely with Customer Support, Compliance, and Product teams to gather evidence, resolve high-priority escalations, and provide frontline insights into emerging fraud trends.
• Possess excellent verbal and written communication skills, with the ability to express thoughts concisely and justify independent judgment calls with confidence.
• You have experience in an operational environment, preferably in payments, financial services, or back-office processing.
• You demonstrate strong attention to detail and commitment to maintaining high quality and accuracy in processing.
• You have good problem-solving and analytical skills to investigate and resolve dispute cases.
• You are a self-starter, capable of managing daily workload and prioritizing effectively to meet deadlines.
• Thrive under pressure by multitasking efficiently and taking full responsibility for tasks, whether working as a collaborative team player or independently.
• Exhibit a proactive, growth-oriented attitude by being keen to learn and valuing constructive feedback to continuously improve performance.

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