Fraud Chargeback Specialist

DiDi Global; Ciudad de México; Presencial; MXN 360.000 - 540.000; Jornada completa

Descripción de la vacante

DiDi Global is seeking an experienced Risk Investigator to manage fraud cases and transaction disputes. You will verify dispute motives, gather evidence for chargebacks, and coordinate with Customer Care and Settlements to resolve issues tied to unrecognized transactions.

You will use manual and automated tools to analyze complex cases, classify them accurately, and improve user experience while aligning with Mastercard guidelines and other networks.

Formación

• 1–5 years of experience in credit card/payments risk or fraud.
• Proven ability to resolve chargebacks and disputed transactions.
• Strong verbal and written communication with influential skills.

Responsabilidades

• Investigate fraud-related cases and transaction disputes.
• Confirm fraud type and dispute reasons, gathering evidence for chargebacks and arbitration.
• Process returns per card network rules (Mastercard, VISA, AmEx).
• Collaborate with Customer Care and Settlements to resolve issues from unrecognized transactions.
• Use tools to collect data and categorize complex cases accurately.
• Work with Risk Ops and Customer Service to review false positives and improve user experience.
• Be familiar with CID and Mastercard global guidelines and other networks.

Conocimientos

Dispute investigation

Fraud case handling

Chargeback analysis

Stakeholder communication

Independent work

Leadership

Basic English

Descripción del empleo

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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Team Overview

El equipo de Gestión de Riesgos es responsable de gestionar los riesgos diversificados y los asuntos operativos asociados con nuestros productos y flujos comerciales, que van desde el riesgo de pago, el riesgo de fraude, el riesgo de crédito hasta el riesgo de cumplimiento y seguridad, rastreando la prevalencia técnica líder en la industria, desarrollando soluciones innovadoras y de última generación.

Buscamos una operación de investigación de riesgos con experiencia para investigar los casos de fraude y lidiar con la cuenta de riesgo y la respuesta para métricas de pérdidas clave mientras mantenemos una experiencia de usuario positiva.

Role Responsibilities

• Investigar casos relacionados con fraude y disputas en transacciones.
• Confirmar el tipo de fraude y verificar los motivos de disputa, recopilando evidencia válida y suficiente para respaldar devoluciones de cargo (chargebacks) y procesos de arbitraje.
• Resolver devoluciones de cargo conforme a las reglas y lineamientos de las principales asociaciones de tarjetas: Mastercard, VISA y American Express.
• Colaborar estrechamente con los equipos de Atención al Cliente y Cuentas & Liquidación para resolver problemas derivados de transacciones no reconocidas por los tarjetahabientes.
• Utilizar herramientas manuales y automatizadas para recopilar datos, y realizar investigaciones detalladas sobre casos complejos, categorizándolos y etiquetándolos de manera precisa.
• Trabajar en conjunto con los equipos de Operaciones, Estrategia, Algoritmo y Servicio al Cliente de Riesgo de Transacciones para revisar manualmente casos de falsos positivos, optimizando así la experiencia del usuario.
• Contar con conocimiento del CID (Contrato de Intercambio Doméstico), así como de las directrices globales de Mastercard y otras redes de pago relevantes.

Role Qualifications

• 1-5 años de experiencia con al menos 1 año de experiencia en la industria de tarjetas de crédito o industria de pagos, con experiencia en resolución de disputas de tarjetas de crédito u operación de riesgo de transacciones.
• Excelentes habilidades de comunicación verbal y escrita y capacidad para influir en otros, con fuertes habilidades de liderazgo y capacidad de gestión.
• Experiencia en trabajo autónomo y priorización de múltiples objetivos.
• Ingles basico

EEO Statement

• We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven - We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms