[Hiring] Card Authority & Disputes Administrator @Paymentology

Role Description

The Card Authority & Disputes Administrator is responsible for the investigation and processing of chargeback claims across global card networks for Paymentology clients. This position forms part of the Operations / Implementations / Disputes function, reports to the Chargeback & Disputes Team Lead, is a full-time remote role, and supports Paymentology customers across EMEA, LAC, and Asia regions.

Key Responsibilities

• Handle claims from cardholders regarding disputed transactions.
• Conduct thorough investigations, gathering relevant documentation and information.
• Validate and analyse information from internal and third-party systems.
• Ensure accuracy and completeness related to disputed transactions.
• Determine the appropriate course of action for each dispute.
• Ensure responses to disputes are accurate, well-documented, and comply with card scheme requirements.
• Draft, submit, and manage responses within defined timeframes in line with regulatory standards.
• Provide feedback and guidance to internal stakeholders and clients on resolved chargebacks.
• Offer expertise and support as disputes continue or escalate.
• Maintain and apply an up-to-date understanding of regulations and guidelines set by card scheme networks.
• Ensure compliance with relevant industry standards and regulations throughout all dispute processes.

Qualifications

• Strong understanding of chargeback regulations, card scheme rules, and dispute procedures.
• Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent verbal and written communication skills in English.
• Ability to analyse complex transaction data and documentation.
• Excellent negotiation and problem-solving skills.
• Strong customer orientation and commitment to delighting customers.
• Understanding of organisational dynamics and principles of conflict resolution.
• Ability to maintain confidentiality and neutrality in the dispute resolution process.
• Investigation skills and ability to handle sensitive matters.

Competencies

• Clear and effective communication with internal and external stakeholders.
• Analytical thinking for the efficient investigation and resolution of disputes.
• Commitment to timely and precise dispute resolution.
• Striving for customer satisfaction and understanding customer needs throughout the dispute process.

Our Values

At Paymentology, our values shape everything we do:

• Future Focused: Embracing innovation and change for our clients.
• Excellence Everyday: Holding ourselves to the highest standards.
• Accountable: Taking responsibility for outcomes.
• Drive and Inspire Growth: For our clients, our teams, and ourselves.
• Communicate to Collaborate: Building trust through clear and honest dialogue.
• Lead with Humanity: Caring deeply for our clients, colleagues, and communities.

Company Description

At Paymentology, we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground.

Paymentology will never request any form of payment from applicants at any stage of our recruitment process. All legitimate Paymentology vacancies are advertised via our official careers page.