Our client is seeking a Chargeback Analyst with hands-on Merchant Dispute (acquiring) experience. This role focuses on reviewing incoming disputes, preparing representment documentation, submitting outgoing disputes, and managing chargeback lifecycle milestones within strict network timeframes.
No Visa Sponsorship | No Relocation Assistance
Work Model: Hybrid | Monday, Tuesday, Thursday (Onsite), Wednesday, Friday (Remote) - Transition to fully remote in September (date TBD)
Contract Duration: 6 months | W2
Please Note: Candidates must be local to Draper, UT or within a commutable distance of 30-60 minutes
Responsibilities:
- Review and investigate incoming merchant disputes.
- Ensure all dispute milestones and deadlines are met.
- Perform data entry and maintain accurate case records.
- Prepare representment/rebuttal documentation for processors.
- Review, investigate, and submit outgoing issuing chargebacks.
- Build spreadsheets, models, and reports using Excel or Google Sheets.
- Update chargeback statuses and maintain accurate reconciliation records.
- Communicate with customers to gather documentation and clarify dispute details.
- Use Salesforce, Zendesk, and QuickBase for case management and workflow tracking.
Qualifications (Must-Haves)
- All education level considered.
- Strong investigative and analytical skills.
- Proficiency with Salesforce and Zendesk.
- Ability to resolve payment exceptions independently.
- Strong Excel skills (spreadsheets, models, reporting)
- 2+ years of customer service experience involving sensitive financial conversations.
- 2+ years of true Merchant Dispute (acquiring) chargeback experience: Reviewing Disputed Transactions, Investigating Evidence, and Creating Representment/Rebuttal Documentation.
Nice-to-Haves:
- Experience with QuickBase.
- Chargeback experience on the issuing side.
- Familiarity with Google Sheets or Smartsheet.
- Experience with AI tools (Claude or similar)
- Prior experience at a payment processor, acquirer, or card network (e.g., payment processors, merchant acquirers, card networks)