Fraud Deflect | Fully Remote (US/Canada, Eastern Time overlap required)
Reports to: Operations Manager
Please provide your Resume in English language.
About Fraud Deflect
Fraud Deflect helps businesses reduce fraud losses, prevent chargebacks, manage disputes, improve operational visibility, and make better decisions using real-time alerts, integrations, automation, and transaction data.
We work in a fast-moving fintech environment where engineering is directly tied to client onboarding, merchant operations, fraud workflows, dispute workflows, reporting, and production reliability.
Role Overview
We're hiring a Representment & Chargeback expert, reporting to our Operations Manager. You'll own the end-to-end chargeback process, primarily, but not only, representment casework: building evidence packages, tracking representment outcomes, and identifying patterns in dispute data for merchants processing through various platforms such as Stripe and PayPal.
We're looking for someone deeply familiar with representment flows, dispute reason codes, and volume management, who can take full ownership of our chargeback operational flow and work independently with minimal oversight. This role is about depth of expertise and reliability rather than people management ; though knowledge-sharing with the team is expected.
Scope includes owning representment casework end-to-end, reporting, collaborating with management to define process benchmarks, and working with the team and management on daily reporting tasks while helping shape our representment specialty as it evolves. This is an operational-expert role: once ramped up, you'll be expected to independently suggest process improvements.
You'll need at least 5 years of hands-on experience in dispute management across Visa and Mastercard schemes, comfort working inside PSP-native dispute tools and platforms (e.g., Stripe Disputes, PayPal, Shopify), genuine interest in process improvement, and strong reporting, analytical, and written communication skills , all in a remote, asynchronous-friendly environment where you can work independently and reliably with minimal hand-holding.
Key Responsibilities
- Own the end-to-end chargeback lifecycle for assigned accounts: dispute alerts, representment packages, and compliance with card-network rules (Visa/Mastercard operating regulations).
- Track response-window SLAs, win/loss outcomes, and chargeback-ratio thresholds (e.g., Visa VAMP) for accounts you own — specific internal targets are shared during onboarding
- Review and analyze transactional data to identify trends, inconsistencies, or risk indicators.
- Collaborate with weekly operational reports and KPI summaries using Internal dashboards as well as Google Sheets/Excel (Pivot Tables) for/with Manager, and Team.
- Contribute to processor and back-office reviews, flagging operational or risk issues you find in day-to-day casework.
- Maintain clear documentation of case findings, outcomes, and recommendations for audit and handoff purposes.
- Independently own escalations across the chargeback operational flow — not just chargeback representments — without requiring day-to-day oversight.
- Participate in continuous process-improvement initiatives, including evaluating chargeback management tooling.
- Manage your own caseload and priorities independently while meeting agreed-upon deadlines.
Required Qualifications
- 5+ years of hands-on experience in dispute and refund workflows, specifically representment, retrievals, and arbitration.
- Working knowledge of Visa and Mastercard dispute frameworks and bank dispute processes.
- Practical experience with PSP dispute tools — like Stripe and PayPal — and familiarity with merchant platforms.
- Strong working knowledge of Excel and Google Sheets, including Pivot Tables, for building operational reports.
- Excellent written and verbal communication skills in English (this role writes representment evidence narratives directly).
- Analytical mindset with strong attention to detail and structured problem-solving skills.
- Able to work autonomously in a remote environment and maintain at least a 5-hour overlap with US/Canada Eastern Time (EST/EDT) for team syncs.
- Professional communication, discretion, and sound judgment when handling sensitive transactional data.
Nice to Have
- Exposure to e-commerce, online payments, or fraud-risk workflows before and after purchase.
- Basic SQL knowledge for querying transactional data.
- Experience with Jira, Agile methodologies, or Kanban boards.
- Prior experience mentoring or leading a small analyst team.
- Previous interaction with multiple PSPs, acquirers, or card-network tools beyond Shopify/Stripe/PayPal.
What We Offer
- A fully remote role within a company known for a strong, supportive, and collaborative culture.
- A team of self-driven professionals who work closely together, share knowledge, and support one another.
- Cross-functional exposure to payments, operations, and risk management.
- Access to continuous learning initiatives and professional courses.
- You'll be working with the voices shaping the discussion around these topics in the space.
- Compensation: competitive and commensurate with experience; details shared during the interview process.