Experteer Overview
In this role you design and implement a new dispute resolution process to protect customer trust and financial integrity, leading chargeback handling end-to-end. You will analyze trends, optimize workflows, and ensure regulatory compliance while partnering with cross‑functional teams. You’ll shape risk and recovery actions, driving faster, fairer outcomes at scale. This is a high‑impact opportunity to build robust processes in a fast‑growing fintech. You’ll report to the Complaints Manager and own the chargeback lifecycle.
Retribuzione & Benefits
* Lead dispute and chargeback handling across the full lifecycle (intake, investigation, evidence, response, escalation)
* Analyze dispute and chargeback trends to identify root causes and process gaps
* Standardize workflows, SLAs, and quality checks to improve win rates and cycle time
* Ensure compliance with EU regulations and consumer protection standards
* Collaborate with FinCrime, Customer Support, Legal, and Product to prevent upstream issues
* Create playbooks, guidelines, and training for dispute handling and prevention
* Use and refine internal tools and reporting to monitor performance, quality, and risk metrics
Responsabilità
* 5+ years in chargeback management, payment operations, or risk operations in fintech/e‑commerce/financial services
* Strong command of EU regulations and consumer protection standards
* Proven dispute mastery across different payment rails and channels
* Hands‑on experience with operational platforms, CRM tools, and case management systems
* Advanced analytical skills and data‑driven decision‑making
* Strong communication to explain technical topics to diverse stakeholders
* High attention to detail, strong organizational skills, and independent problem‑solving in a fast‑paced environment
Requisiti fondamentali
* Unlimited paid time off
* Stock Option Plan
* International relocation support
* Flexible hybrid working system
* Extended parental leave
* Meal vouchers
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