Junior Associate - Risk and Chargeback Operations

Junior Associate, Risk & Chargebacks

Role Summary

We are looking for a detail-oriented Analyst / Jr. Analyst to join our SG & US— Chargeback Operations team. In this role you will own the end-to-end lifecycle of chargeback cases — from initiation through resolution — by working directly on the bank / gateway portal. You will collaborate cross-functionally with banks and internal teams to protect Razorpay’s acquiring interests while delivering fair and timely outcomes.

Key Responsibilities

Bank/Gateway Portal Operations

• Log in to and navigate the respective portal daily to monitor, pick up, and action chargeback cases across all dispute types.
• Submit chargeback representments, pre-arbitration responses, and arbitration filings within gateway-mandated timelines.
• Track case statuses end-to-end and ensure no case breaches the response deadline.
• Download and organise portal reports; maintain a daily tracker for open, pending, and closed cases.

Chargeback Types Handled

• Fraudulent / Unauthorised Transactions — validate and compile fraud dispute evidence packets.
• Technical Disputes (duplicate charges, incorrect amounts, processing errors) — gather transaction logs and switch-level confirmations.
• Merchant Disputes (non-delivery, service/quality issues) — coordinate with merchant for proof of fulfilment.
• Consumer Disputes — verify refund status, settlement records, and communicate resolution to the issuer.
• Pre-arbitration & Arbitration — prepare case files and coordinate with the acquiring bank and gateway.

Evidence & Documentation

• Collect, review, and compile evidence (transaction receipts, screenshots, settlement data, merchant responses) to build strong representment cases.
• Ensure all supporting documents meet card network format and content guidelines before portal submission.
• Maintain a structured repository of case files for audit readiness.

Merchant & Stakeholder Coordination

• Reach out to merchants/cross functional teams proactively to obtain dispute documentation within internal SLAs.
• Liaise with the gateway/acquiring bank’s chargeback desk for portal escalations or technical issues.
• Update merchants and internal stakeholders on case progress and outcomes.

MIS & Reporting

• Prepare daily, weekly, and monthly MIS reports on chargeback volumes, win rates, recovery amounts, and TAT adherence.
• Identify trends in dispute reasons and flag recurring issues to the team lead.
• Contribute data for monthly business reviews and card network compliance reporting.

Process Adherence & Improvement

• Follow all card network chargeback operating procedures and Razorpay internal SOPs.
• Flag process gaps or portal issues and propose solutions to improve efficiency or win rates or any spike in the chargeback

Required Qualifications & Skills

Education

• Bachelor’s degree in Commerce, Finance, Business Administration, or a related field.

Experience

• Jr. Analyst: 0–1 year of experience in payments operations, banking operations, or chargeback handling.
• Analyst: 1–3 years of hands-on experience in UPI chargeback operations, preferably on the fintech or international chargebacks.

Technical & Domain Skills

• Working knowledge of the international chargebacks or willingness to learn it immediately upon joining.
• Understanding of Singapore & US ecosystem — Card network rules, chargeback reason codes, dispute TATs, and representment guidelines.
• Proficiency in MS Excel / Google Sheets for MIS, data reconciliation, and tracker management.
• Ability to read and interpret transaction logs, settlement files, and switch reports.
• Familiarity with International bank processes and NPCI circulars related to dispute management.

Soft Skills

• High attention to detail — accuracy in case data and documentation is non-negotiable.
• Strong written communication for drafting representment narratives and merchant correspondence.
• Time management — ability to prioritise a high-volume queue and meet strict portal deadlines.
• Problem-solving mindset with a proactive approach to dispute resolution.
• Ability to collaborate effectively with merchants, banks, and cross-functional internal teams.

 

Good to Have

• Prior experience working on international cards chargeback process.
• Exposure to other payment dispute platforms (Visa VROL, Mastercard MATCH, RuPay dispute system).
• Knowledge of PCI-DSS, Regulatory guidelines on payment aggregators, or NPCI operating guidelines.
• Experience with ticketing or case management tools (Freshdesk, Jira Service Desk).

What We Offer

• Opportunity to work on International market chargeback stack.
• Deep exposure to network regulations, acquiring bank operations, and fintech dispute management.
• Structured learning path with access to internal knowledge base and Card association support.
• Collaborative and ownership-driven team culture.

Experience Level

Entry Level