About The Role

The Fraud Investigator is responsible for investigating and resolving customer disputes related to legitimate (fraud) transactions. This includes chargebacks, billing errors, service/product quality issues, and merchant disputes. The role ensures compliance with regulatory guidelines (e.g., Visa/Mastercard rules), internal policies, and deadlines.

Review and analyze cardholder claims related to non-fraudulent transactions. • Collect and examine relevant documentation (receipts, invoices, communication, etc.) to validate claims. • Apply appropriate card network rules (Visa/Mastercard/Amex) to determine liability and appropriate resolution. • Initiate and manage chargebacks, representments, and other dispute-related processes. • Communicate clearly with internal departments, merchants, and customers to gather evidence and provide updates. • Ensure all investigations are completed within specified timeframes and compliance standards. • Maintain accurate and detailed case records in dispute management systems. • Identify trends and escalate recurring issues or unusual patterns to the appropriate teams.

Bachelor’s degree or equivalent work experience in banking/finance