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Dispute Specialist

Czech Republic, Prague Employment contract 589000.00 - 813500.00 CZK / Year · Job Posted May 05, 2026
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Job Description

As a Dispute Specialist, you will be part of the FinCrime function, supporting the end-to-end handling of payment disputes across card schemes. This role combines operational case management with the development of subject-matter expertise in chargebacks, fraud trends, and compliance requirements. The role reports to the FinCrime Operations / Dispute Resolution Lead and works closely with TM, Fraud Operations, PayOps, and Customer Success teams. You will independently manage dispute workflows while collaborating with senior team members on complex escalations, process improvements, and risk identification. The position plays a key role in maintaining operational accuracy, supporting merchants, and contributing to the overall stability of the dispute management function as it evolves toward EMI regulatory standards.

Job Responsibility

  • Manage the end-to-end handling of payment disputes, including case review, evidence preparation, and submission in accordance with card scheme requirements and internal procedures
  • Maintain an assigned dispute queue aligned with scheme timelines, progressing cases efficiently while ensuring accuracy, quality, and compliance standards
  • Maintain audit-ready case documentation, including clear case notes, evidence rationale, and adherence to internal retention and escalation guidelines
  • Communicate with merchants to explain dispute processes, request supporting documentation, and provide clear, timely updates throughout the case lifecycle
  • Identify potential risks, recurring issues, or process gaps during daily case handling and escalate complex or unusual situations when appropriate
  • Support basic analysis of dispute trends and contribute to reporting activities that help improve workflows and prevention strategies
  • Collaborate cross-functionally to resolve disputes effectively
  • Participate in peer calibration, template improvements, or SOP updates where relevant to daily workflows
  • Maintain awareness of updates to dispute processes, card scheme rules, and internal policies
  • Independently progress and close standard dispute cases in line with established procedures and evidence standards
  • Escalate cases involving suspected coordinated fraud activity, scheme-rule ambiguity, repeated merchant non-compliance, or unusual loss patterns
  • Seek senior guidance where dispute outcomes may involve regulatory interpretation or complex arbitration stages

Requirements

  • Fluent English communication skills, both written and verbal
  • Previous experience in payments, chargebacks, fraud operations, customer operations, or a similar operational environment
  • Strong organisational skills with high attention to detail and the ability to manage multiple tasks effectively within a structured workflow
  • Ability to interpret internal guidelines, procedures, and technical information accurately
  • Analytical mindset with willingness to develop knowledge of card scheme rules, regulatory expectations, and dispute management processes
  • Working knowledge of Visa and Mastercard dispute stages, evidence requirements, and key deadlines
  • Confidence using PSP portals and internal dispute tooling within a high-volume operational environment
  • Experience with SQL, Python, PowerBI or other analysis tool are a plus
  • Comfortable using AI tools to improve efficiency, such as summarising cases, drafting communication, analysing trends, or automating repetitive tasks

Nice to have

  • Experience with SQL, Python, PowerBI or other analysis tool are a plus
  • Comfortable using AI tools to improve efficiency

What we offer

  • Participation in our company share program
  • Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
  • Unlimited paid holiday
  • Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy
  • Relocation options available after 1 year
  • Monthly 'EDGE' time - dedicated to Explore, Develop, Grow, and Elevate yourself
  • Flexible, hybrid working options
  • One-off home office setup budget to make your workspace your own
  • Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in available)
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