Chargeback Analyst

Job Title: Chargeback Dispute Analyst

Duration: 6 Months

Location: Draper, UT, 84020

Job Summary:

We are looking for a Chargeback Dispute Analyst with experience handling payment card disputes on the merchant (acquiring) side. The ideal candidate will investigate chargebacks, prepare representment documentation, communicate with customers, and ensure disputes are resolved within required timelines.

Responsibilities

• Process merchant chargebacks (incoming disputes) by reviewing transactions, researching cases, and preparing representment/rebuttal documentation.
• Process issuing chargebacks (outgoing disputes) by investigating transactions and submitting disputes to payment processors.
• Update and maintain chargeback records and reconciliation status.
• Communicate with customers by phone and email to request supporting documentation.
• Meet dispute deadlines and service level agreements (SLAs).
• Perform accurate data entry and maintain dispute records.
• Analyze payment transactions and investigate disputed activities.
• Work with internal teams to resolve payment-related issues.

Required Qualifications

• 2+ years of merchant (acquiring) chargeback/dispute experience.
• 2+ years of customer service experience.
• Strong knowledge of payment card dispute and chargeback processes.
• Experience with Salesforce and Zendesk.
• Strong analytical and investigative skills.
• Advanced Excel skills (spreadsheets, reports, and data analysis).
• Excellent written and verbal communication skills.
• Ability to work independently, prioritize tasks, and make sound decisions.
• Detail-oriented and able to work in a fast-paced environment.

Preferred Qualifications

• Experience with issuing-side chargebacks.
• Experience using QuickBase.
• Knowledge of Google Sheets and Smartsheet.
• Familiarity with AI tools such as Claude.
• Previous experience with payment companies such as FIS, Marqeta, Adyen, Comdata, or similar payment processors.

Work Schedule

Hybrid Schedule:

• Onsite: Monday, Tuesday, Thursday
• Remote: Wednesday, Friday
• Expected transition to fully remote in September (training needs may extend hybrid work).

Interview Process

Two 1:1 video interviews:

• Hiring Manager.
• Senior Dispute Analyst.

Important Screening Note

• Candidates must have true merchant chargeback/dispute experience (representment and rebuttal preparation). Fraud review experience alone does not qualify for this role.