Executive Chargeback

SBI Payment Services Pvt. Ltd.; Mumbai City; On-site; INR 350,000 - 600,000; Full time

Job summary

SBI Payment Services Pvt. Ltd. is seeking an Executive for Chargeback Management based in Mumbai.

The role reports to the Senior Manager Risk Management and requires 1–2 years of experience in chargebacks or payments. The candidate should understand the end-to-end dispute lifecycle, including retrieval requests, representment, pre-arbitration, and arbitration. The ideal candidate will be proficient in MS Excel, aware of dispute timelines, and capable of coordinating with merchants, issuers,

Qualifications

• Any Graduate with 1–2 years experience in chargebacks or payments.
• Knowledge of Visa, Mastercard, RuPay dispute rules and NPCI UPI dispute process.
• Awareness of RBI guidelines on customer grievance redressal and dispute timelines.

Responsibilities

• 1. Ensure 100% representment of dispute cases assigned within TAT.
• 2. Ensure 100% recovery in dispute cases.
• 3. Resolve disputes at CBK stage to avoid Pre-Arbitration and Arbitration.
• 4. Maintain CBK MIS with complete data.
• 5. Track recovery and processing of recovery/reversal files daily.
• 6. Prepare weekly reports (Circle outstanding, Railway data, Board data).
• 7. Daily reconciliation of MID reserve data and release excess funds to merchant.
• 8. Acknowledge merchant emails with responses within TAT.
• 9. Respond to Merchant/Circle emails within TAT and manage email slots.

Skills

Chargeback process

Dispute rules

RBI guidelines

MS Excel

Communication

Education

Any Graduate

Job description

JOB DESCRIPTION

Position Executive Chargeback Management

Grade Executive Chargeback

Location Mumbai

Reporting to Senior Manager Risk Management

About the Company

SBI Payment Services Pvt. Ltd. is a Joint Venture between SBI & Hitachi Payment Services Pvt. Ltd. which combines the unparalleled distribution network, customer trust of SBI with cutting edge technology and services of the Hitachi Group. SBI Payments has been in acquiring business since 2010 and currently has over 37 lakh merchant payment acceptance touch points and processes transaction value of over Rs.1.5 lakh Crore per annum. The Company envisages to be the market leader in digital payments acceptance solutions to merchants in India as well as in Asia.

Qualification

Any Graduate

Experience

1 to 2 years

Domain Knowledge Competencies

• Understanding of the acquiring flow: cardholder, issuer, acquirer, merchant, scheme/network, processor and settlement bank.
• Knowledge of payment modes: cards (credit and debit), UPI and QR (static and dynamic), and other collection channels.
• Working knowledge of the stages: retrieval request, first chargeback, representment, pre-arbitration, arbitration and write-off.
• Understanding of reason code categories: fraud, authorisation, processing errors, consumer disputes (goods or services not received, duplicate or incorrect amount) and cancelled or refunded transactions.
• Basic familiarity with Visa, Mastercard and RuPay dispute rules, and NPCI's UPI dispute and chargeback process.
• Awareness of RBI guidelines on customer grievance redressal, failed-transaction TAT and customer liability.
• Understanding of dispute timelines and the penalties for missing them.
• Knowledge of how chargebacks, reversals and representment wins affect merchant settlement, reserves and ledger entries.
• Understanding of chargeback ratio thresholds and merchant risk monitoring.

Position Objective / Responsibilities

1. Ensure 100% representment of dispute cases assigned within TAT.

2. Ensure 100% recovery in Dispute cases.

3. Proper resolution of dispute cases at CBK stage to avoid case flow to Pre- Arbitration stage and no case should flow to Arbitration stage.

4. Maintain CBK MIS with complete Data.

5. Maintain CBK MIS with complete Data for easy reconciliation.

6. Track pending recovery, submitting and processing recovery and reversal files on daily basis.

7. Preparing weekly reports i.e. Circle outstanding data, Railway data, Board data on weekly basis.

8. Daily reconciliation of MID reserve data and take necessary action by processing recovery and releasing excess funds to Merchant and remove MID from reserve.

9. Ensure all the Merchant email with the documents are acknowledge with the response within TAT.

10. Ensure all the emails from Merchant/Circle are response within TAT and ensure to clear respective email slot given time to time.

Behavioural Competencies

• A high level of commitment and self-motivation
• Strong integrity, trustworthiness and accountability
• Excellent written and verbal communication skills.
• Proficiency in MS Excel

Compensation

The compensation/ Cost to company shall be commensurate with experience and industry standard.