Sr. Officer – Chargeback / Disputes Resolution & DMS Campaign Specialist

As a Dispute Resolution Specialist in the acquiring sector, the role is responsible for managing and resolving disputes between merchants and customers in compliance with regulatory guidelines and card scheme rules (VISA, MASTERCARD, PAYPAK & UPI). The primary focus will be to investigate, analyze, and resolve chargebacks, retrieval requests, and other transaction-related disputes efficiently and accurately while maintaining high levels of customer satisfaction and adherence to organizational policies. The role also focuses on managing operational and technical processes, including campaign creation, data management, system testing, and stakeholder support. It ensures accuracy, efficiency, compliance, and effective communication between teams for seamless project execution.

Dispute Resolution

• Ensure timely resolution of all chargeback and dispute cases related to POS acquiring, minimizing financial impact on the organization.
• Stay updated on card scheme rules and regulatory changes and share updates with the sales and operations teams.
• Initiate timely action on chargeback cases and ensure adherence to defined TATs.
• Follow up rigorously to ensure maximum case closures within stipulated timelines.
• Coordinate with the Sales team to obtain complete documentation for dispute processing and forward cases to the Chargeback team for resolution.
• Liaise with the Tapsys Chargeback team for daily tracking of chargebacks, reversals, re-presentments, and merchant debit cases.
• Manage initiation and closure of POS acquiring dispute cases.
• Maintain and update MIS reports in Google Sheets and other reporting tools.
• Analyze each dispute thoroughly and recommend the most effective resolution strategy.
• Prepare and review POS acquiring MIS and pending fulfillment reports on a daily basis.

• Create, manage, and maintain DMS campaigns with accurate documentation and proper approval workflows.
• Assist merchants in campaign creation and execution.
• Maintain monthly DMS dashboards in Excel to ensure clear visibility for stakeholders.
• Identify opportunities to enhance reporting and campaign management processes.
• Provide proactive support in resolving DMS-related complaints, including non-working days when required.
• Conduct training sessions for internal teams on DMS features, processes, and complaint handling.
• Manage agreements, maintain archives, and ensure proper record-keeping for operational requirements.
• Review Business Requirement Documents (BRDs), coordinate with business and product teams, and support User Acceptance Testing (UAT) with proper documentation.
• Identify process gaps and gather system enhancement requirements.
• Coordinate with Sales teams to collect merchant feedback and forward improvement suggestions to Product/Business teams for system optimization.

• Timely initiation and closure of all disputes received from acquirer/processor within defined TAT.
• Maximum dispute resolution in favor of TECHBEY MERCHANTS.
• Timely issuance of deduction letters to Sales Ops teams and merchants.
• Accuracy and completeness of MIS reporting.
• Effective coordination with internal and external stakeholders for dispute resolution and campaign management.

• Bachelor’s degree in Business, Finance, Commerce, or a related field.
• 2–3 years of experience in chargeback/dispute handling or payment operations.
• Strong understanding of Visa/Mastercard dispute lifecycle and card scheme rules.
• Experience in acquiring, payment gateway operations, or merchant campaign management preferred.
• Strong analytical, documentation, and reporting skills.
• Excellent coordination and communication abilities.

• Knowledge of DMS or campaign management systems.
• Experience in acquiring or payment processing industry.
• Familiarity with reconciliation and settlement processes.
• Advanced Excel and MIS reporting skills.

• Health Insurance
• Life Insurance
• Career Growth Opportunities
• Professional Learning & Development
• Collaborative Work Environment
• Bi Annual Bonus