Manager

EXL Service; Haryana; On-site; INR 600,000 - 1,200,000; Full time

Job summary

ExlService Holdings, Inc. invites applications for a Chargeback and Dispute Analyst to support high-volume operations in India. You will leverage expertise in card-network dispute rules, representment, and deadlines to resolve complex cases.

The role requires strong analytical judgment to distinguish true fraud from friendly fraud and to make defensible liability calls. You will work with airline/ticketing data and GDS/PSS or payment-gateway data.

Qualifications

• Hands-on experience with card-network dispute rules (Visa/Mastercard reason codes, representment, pre-arbitration) and deadlines.
• Ability to read transaction, device, and behavioral signals to distinguish true fraud from disputes and call liability defensibly.
• Familiarity with airline/ticketing concepts, refunds/credits, and data from GDS/PSS or payment gateways is a plus.
• Strong written communication, attention to detail, and ability to assemble audit-ready evidence packs and apply policies consistently.
• Experience in high-volume operations with 100+ cases per day, SLA tracking, and reporting of patterns.

Responsibilities

• Process 100+ disputes per day against SLAs and prioritize queues.
• Assess evidence and make defensible liability calls across cases.
• Assemble complete, audit-ready evidence packs and apply closure codes.
• Maintain reporting on recovery rates, dispute patterns, and quality metrics.
• Utilize case-management tools and Excel/SQL for daily operations and analytics.

Skills

Chargeback expertise

Fraud investigation

Analytical judgment

Airline/travel domain knowledge

Evidence building

High-volume operations

Excel

SQL

Tools

Excel

SQL

Case-management tools

Job description

• Chargeback and dispute lifecycle expertise:hands-on experience with card-network dispute rules (Visa/Mastercard reason codes, representment, pre-arbitration), submission deadlines, and compelling-evidence requirements.
• Fraud investigation and analytical judgment:ability to read transaction, device, and behavioral signals to distinguish true fraud from friendly fraud and service- or refund-related disputes, and to make defensible liability calls.
• Airline / travel domain knowledge:familiarity with PNRs, ticketing and fare rules, itinerary usage, refunds and credits, and GDS/PSS or payment-gateway data; a plus, not a must, if the candidate has strong payments background.
• Evidence building and documentation discipline:strong written communication, attention to detail, and the ability to assemble complete, audit-ready evidence packs and apply closure codes and policies consistently.
• High-volume operations and reporting mindset:comfort processing 100+ cases a day against SLAs, prioritizing queues, working in case-management tools and Excel/SQL, and tracking quality, recovery rates, and recurring dispute patterns. his group understand, build & standardize the reporting delivery process.