Chargeback Operations Analyst

Shopee; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Shopee in the Philippines is seeking a Chargeback Operations Analyst to manage chargeback and card dispute operations across payment channels. You will be the main point of contact for chargeback matters, coordinating with banks, payment partners, and internal teams, while monitoring SLA and performance metrics.

The role emphasizes process improvements, accurate reporting, and reducing losses. You will contribute to cross-functional collaboration with Risk, Finance, and Customer Service teams to

Qualifications

• Bachelor's degree in Business, Finance, Economics, or related field.
• 3–5 years in payment operations, chargebacks, card disputes, or related functions.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Responsibilities

• Manage end-to-end chargeback and card dispute processing.
• Review and submit dispute responses and supporting documents within required timelines.
• Coordinate with banks, payment partners, and internal teams on chargeback cases and escalations.
• Monitor chargeback queues to ensure SLA compliance and timely resolution.
• Prepare regular reports and analyze trends, root causes, and opportunities for improvement.
• Identify and implement process improvements to enhance operational efficiency and dispute handling.

Job description

Job Description

The Chargeback Operations Analyst is responsible for managing chargeback and card dispute operations across payment channels. This role serves as the primary point of contact for chargeback-related matters, ensuring timely case handling, effective stakeholder coordination, accurate reporting, and continuous process improvements to minimize losses and maintain operational efficiency.

About the Team

Chargeback Operations

• Manage end-to-end chargeback and card dispute processing.
• Review and submit dispute responses and supporting documents within required timelines.
• Coordinate with banks, payment partners, and internal teams on chargeback cases and escalations.
• Monitor chargeback queues to ensure SLA compliance and timely resolution.

Stakeholder Management

• Serve as the main point of contact for chargeback-related concerns.
• Collaborate with Customer Service, Risk, Fraud, Finance, and Business teams to resolve issues and drive improvements.
• Support discussions and operational reviews with banks, acquirers, and payment partners.

Reporting & Analysis

• Monitor chargeback performance and key operational metrics.
• Prepare regular reports and analyze trends, root causes, and opportunities for improvement.
• Provide recommendations to reduce chargeback losses and improve dispute recovery rates.

Process Improvement

• Identify and implement process improvements to enhance operational efficiency and dispute handling.
• Develop and maintain operational procedures and documentation.
• Support testing and implementation of new chargeback and payment-related initiatives.

Requirements

Required

• Bachelor's degree in Business, Finance, Economics, or a related field.
• 3–5 years of experience in payment operations, chargebacks, card disputes, or related functions.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred

• Experience working with banks, payment partners, or card payment operations.
• Familiarity with credit card disputes, transaction investigations, or fraud operations.
• Experience in e-commerce, fintech, or financial services.