Dispute Analyst - Remote (LATAM)

About the Company

• At Paymentology, we’re redefining what’s possible in the payments space.
• Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology and talent to launch and manage Mastercard and Visa cards at scale across more than 60 countries.
• Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances.
• The company is committed to building a company where people feel they belong and their work matters.
• You’ll be part of a diverse, global team that’s genuinely committed to making a positive impact.

Responsibilities

• Manage and process chargebacks, transaction disputes, and card authority operations across global card networks.
• Ensure every case and authorisation exception is validated, documented, and resolved in line with regulatory and card scheme standards.
• Play a key role in protecting clients and cardholders from financial loss while upholding Paymentology’s operational integrity.
• Operate independently on assigned cases and prioritise workload against SLA and regulatory deadlines.
• Handle and process cardholder disputes involving authorised and unauthorised transactions.
• Conduct detailed investigations using multiple internal systems and external partners.
• Validate data accuracy and ensure all documentation meets compliance and network standards.
• Determine appropriate actions and craft timely, accurate responses to networks within SLA and regulatory timelines.
• Oversee card authority processes including transaction approvals, declines, and authorisation reviews.
• Provide guidance to internal teams and clients on dispute outcomes, escalations, and card authorisation queries.
• Maintain current knowledge of card scheme rules, dispute categories, and operational procedures.
• Contribute to continuous improvement initiatives in dispute resolution, authorisation processes, and reporting accuracy.

Requirements

• Strong understanding of Visa/Mastercard dispute and card authorisation processes and compliance standards.
• Skilled in Microsoft Office Suite (Excel, Outlook, Word) and case management tools.
• Excellent written and verbal English communication skills.
• Analytical, customer-centric, and detail-oriented, with the ability to work to tight deadlines.
• Able to coordinate with card network partners, client operations teams, and internal reconciliation staff to ensure compliance and customer satisfaction.
• 2–4 years in dispute resolution, card operations, or financial customer service.

Category

Customer Service