Chargebacks Expert

bunq; Amsterdam; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Learning budget €1500 annually

Flex Benefits €70 monthly

Travel expenses covered in the NL

Digital Nomad Program

MacBook provided

In-house lunches

Pension plan (optional)

Private health insurance (in NL)

Alleo monthly allowance €60

Friday drinks

Job summary

bunq is seeking a Chargebacks Expert in Amsterdam to own end-to-end chargeback processes with Mastercard/Adyen compliance. You will leverage AI, automation, and data-driven insights to improve operations and deliver a transparent user experience.

Ideal candidates have deep chargeback understanding, a data-driven mindset, and strong English communication skills. The role offers a hybrid work setup, learning budget, and a range of flexible benefits.

Qualifications

• Must have strong chargeback experience.
• Ability to leverage data insights to drive improvements.
• Fluent English communication, written and spoken.
• Willingness to work in a hybrid setting in Amsterdam.

Responsibilities

• Own the end-to-end chargeback process from submission to closure.
• Define and track operational performance metrics for continuous improvement.
• Leverage AI and automation to streamline submission flows and support investigations.
• Conduct regular gap analyses to identify inefficiencies and implement corrective actions.
• Optimize user-facing chargeback flow and templates for clarity and empathy.
• Ensure compliance with global payment regulations and card scheme rules.

Skills

Chargebacks expertise

Data analysis

English communication

AI mindset

Job description

As a Chargebacks Expert, you will play a key role in protecting our users by ensuring Mastercard / Adyen disputes are handled accurately, fairly, and in line with Mastercard and PSD2 requirements. Taking end-to-end ownership of the chargeback process, you will leverage your expertise, together with AI, automation, and data-driven insights, to continuously strengthen our operations, scale our impact, and deliver a transparent, high-quality experience that gives users confidence every step of the way.

Pro tip: we love giving people a shot to grow into a role, but for this position Chargeback expertise is required.

Take Ownership

• Maintain a single, central operational playbook and decision framework that defines the full end-to-end chargeback process from submission to closure.
• Define and track clear operational performance metrics to drive regular performance reviews and continuous improvement.
• Leverage AI and automation to streamline submission flows, support decision-making during investigations, and keep users proactively updated on their case status.
• Conduct regular gap analyses to identify structural inefficiencies and quality gaps, translating insights into actionable corrective action plans.
• Optimize the user-facing chargeback flow and communication templates to minimize friction and ensure clear, empathetic, and consistent support.
• Ensure full compliance with global payment regulations and card scheme rules, continuously updating guidelines to mitigate regulatory risks.
• You have an AI-first mindset: You love turning manual processes into scalable AI solutions, constantly seeking ways to automate operations and scale impact.
• You have deep Chargeback understanding: You possess strong expertise in chargebacks, cards operations, merchant disputes.
• You are a relentless problem solver: You hunt for the root cause of operational issues using data instead of opinions, ensuring permanent and systemic fixes.
• You possess a Get Shit Done mentality: You thrive on hands-on execution and ownership, happy to manage urgent issues to resolution and personally tackle complex cases to learn from experience.
• You have proven data analysis skills: You can easily interpret operational insights and user feedback to implement actionable, measurable improvements.
• You are an effective communicator: You are fluent in English with perfect written and spoken clarity, enabling seamless stakeholder management and process adoption.

Your space to perform

We give you the space and the tools you need to succeed

Great, international colleagues who share your mindset

Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.

We support growth with bunq Academy and €1500 annual learning budget

Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.

Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices) (in the Netherlands)

Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration

We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.

A MacBook so you can Get Shit Done with us

Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options

An optional pension plan with monthly contribution from bunq (in the Netherlands)

Private health insurance, just in case (in Turkey or Bulgaria)

€60 monthly allowance via Alleo by Epassi, rolling over monthly and resetting annually (in the Netherlands)

Friday drinks and other celebrations - bunq style

All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, Zinc. This is part of our commitment to a secure and trustworthy workplace.