Card Disputes & Authorizations Specialist

Zed; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Zed in Manila, Philippines is seeking a Card Operations Specialist - Disputes & Authorizations to manage card disputes from inquiry to resolution. You will investigate transactions using processor data, file Mastercard chargebacks, and coordinate with Finance for account adjustments.

This hands-on role requires issuing-side chargeback experience, strong analytical skills, and clear communication with cardholders.

Qualifications

• Bachelor’s degree in any field.
• At least three years of hands-on issuing-side chargeback experience, including filing, representment, pre-arbitration, and arbitration.
• Working knowledge of Mastercard dispute rules, reason codes, evidence requirements, and deadlines.
• Experience using card management platforms and card network dispute tools, including retrieving and interpreting authorization and clearing records.
• Experience communicating directly with cardholders about disputes, declined transactions, or refunds in writing.
• Strong investigative judgment and ability to assess evidence, identify gaps, and recognize potential fraud.
• Clear, empathetic communication with customers, even when delivering unfavorable outcomes.
• Strong organization and follow-through across multiple cases with firm deadlines.
• Comfort preparing operational reports in Excel or Google Sheets using pivot tables and lookups.
• Willingness to learn and use approved AI tools to support documentation, reporting, and process improvement while protecting customer information.

Responsibilities

• Support cardholders through resolution: respond to questions about disputes, declines, refunds, and reversals; explain what is known and next steps.
• Investigate transactions: use authorization and clearing records from processor and card network to understand what happened and document evidence.
• Manage chargebacks: assess dispute eligibility, select reason codes, prepare evidence, file Mastercard chargebacks; track responses and deadlines through representment, pre-arbitration, arbitration.
• Coordinate fraud-related cases: recognize suspicious activity, refer concerns to Senior Fraud & KYC Analyst, and update cardholders.
• Track account adjustments: work with Finance to track provisional credits, reversals, and final adjustments.
• Report on performance and trends: prepare weekly/monthly reports on case volumes, win rates, losses, turnaround times.
• Maintain procedures: keep dispute procedures and templates up to date as rules change.
• Help improve the product: share issues with Engineering/Design and test fixes.

Skills

Chargebacks

Disputes handling

Investigation

Communication

Excel/Sheets

AI tools

Education

Bachelor's degree

Tools

Card management platforms

Mastercard dispute tools

Job description

Zed in Manila, Philippines is seeking a Card Operations Specialist - Disputes & Authorizations to manage card disputes from inquiry to resolution. You will investigate transactions using processor data, file Mastercard chargebacks, and coordinate with Finance for account adjustments.

This hands-on role requires issuing-side chargeback experience, strong analytical skills, and clear communication with cardholders.