Chargeback Analyst - Merchant Disputes (Acquiring)

Our client is seeking a Chargeback Analyst with hands-on Merchant Dispute (acquiring) experience. This role focuses on reviewing incoming disputes, preparing representment documentation, submitting outgoing disputes, and managing chargeback lifecycle milestones within strict network timeframes.

No Visa Sponsorship | No Relocation Assistance

Work Model: Hybrid | Monday, Tuesday, Thursday (Onsite), Wednesday, Friday (Remote) - Transition to fully remote in September (date TBD)

Contract Duration: 6 months | W2

Please Note: Candidates must be local to Draper, UT or within a commutable distance of 30-60 minutes

Responsibilities:

• Review and investigate incoming merchant disputes.
• Ensure all dispute milestones and deadlines are met.
• Perform data entry and maintain accurate case records.
• Prepare representment/rebuttal documentation for processors.
• Review, investigate, and submit outgoing issuing chargebacks.
• Build spreadsheets, models, and reports using Excel or Google Sheets.
• Update chargeback statuses and maintain accurate reconciliation records.
• Communicate with customers to gather documentation and clarify dispute details.
• Use Salesforce, Zendesk, and QuickBase for case management and workflow tracking.

Qualifications (Must-Haves)

• All education level considered.
• Strong investigative and analytical skills.
• Proficiency with Salesforce and Zendesk.
• Ability to resolve payment exceptions independently.
• Strong Excel skills (spreadsheets, models, reporting)
• 2+ years of customer service experience involving sensitive financial conversations.
• 2+ years of true Merchant Dispute (acquiring) chargeback experience: Reviewing Disputed Transactions, Investigating Evidence, and Creating Representment/Rebuttal Documentation.

Nice-to-Haves:

• Experience with QuickBase.
• Chargeback experience on the issuing side.
• Familiarity with Google Sheets or Smartsheet.
• Experience with AI tools (Claude or similar)
• Prior experience at a payment processor, acquirer, or card network (e.g., payment processors, merchant acquirers, card networks)