Senior process executive and process specialist

About the role

We are looking for a Senior Process Executive / Process Specialist to join our Banking Chargeback team in Bengaluru. In this role, you will support end-to-end chargeback operations, help investigate disputed transactions, and contribute to effective fraud and dispute resolution processes. The position requires strong attention to detail, a process-driven mindset, and experience working in banking or payments environments. The ideal candidate will have 1 to 4 years of relevant experience and international exposure in banking fraud, chargebacks, and transaction review. You will work closely with internal stakeholders to ensure timely case handling, accurate documentation, and adherence to service quality and compliance standards. This is a full-time, office-based role suited for professionals who can manage operational complexity and deliver consistent results in a fast-paced environment.

Responsibilities

Roles & Responsibilities – Chargeback / Fraud Operations Based on the screenshot, this role mainly involves fraud investigation and chargeback processing. Key responsibilities: Investigate customer transactions and identify whether a case may involve third-party fraud or first-party fraud. Analyze transaction, device, merchant, and account behaviour patterns rather than relying only on the customer's explanation. Review the available evidence and identify information that doesn't match the claim. Handle cases that don't fit standard procedures by applying network rules, liability rules, and evidence requirements. Decide whether a case can be processed or needs to be escalated. Prepare and submit eligible chargebacks using the correct reason code and within the required deadline. Process cases through different stages such as: Representation Pre-arbitration Arbitration Maintain detailed case notes, evidence, and reasoning so another reviewer can understand the decision. Escalate cases beyond the agent's authority or requiring a policy decision to the Team Leader. Review customer outcomes and feedback and use them to improve case handling. In simple words: This is a Banking/FinTech Fraud & Chargeback Operations role. You investigate disputed transactions, determine whether a chargeback is justified, prepare the required evidence, submit the case within deadlines, and handle escalations.

Skills