Card Dispute Specialist with German

Nexi Group; Kraków; On-site; PLN 134,000 - 201,000; Full time

Benefits offered by this job

Competitive salary

Tech equipment

International team

Training program

Job summary

Nexi Group in Kraków is seeking a Card Dispute Specialist fluent in German and English to join our collaborative team. You’ll resolve cardholder disputes, protect customers from fraud, and work with Visa and Mastercard across Germany.

You will manage complex cases, ensure accuracy and compliance, and support customers through inquiries via email or phone while meeting KPIs and SLAs.

Qualifications

• Fluent in German and English (spoken and written).
• Ability to handle sensitive customer issues with professionalism and empathy.
• Experience in handling customer applications and administrative tasks.
• Analytical thinking to detect risks and explain the 'why'.
• 1–2 years of hands-on experience managing cardholder disputes, chargebacks, fraud claims.
• Basic understanding of card scheme processes (authorization, clearing, settlement).
• Proficiency with MS Office 365.
• Familiarity with Visa/Mastercard dispute rules is a plus.

Responsibilities

• Oversee card dispute case handling, KPIs, SLAs, and OLAs using IT tools.
• Handle more complex and high-value disputes with in-depth analysis.
• Support customers in minimizing losses related to third-party fraud.
• Ensure compliance with regulations and policies.
• Collaborate with internal teams and external partners.
• Handle errors, perform corrections, and investigate root causes.
• Handle customer communications via email and telephone per KPIs and SLAs.
• Report incidents and maintain compliance in all actions.

Skills

German fluency

English fluency

Customer empathy

Analytical thinking

Dispute handling

Education

Bachelor's degree or equivalent

Tools

MS Office 365

Job description

Job Description

What if your next job lets you simplify payments for millions, every single day?

Join Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday.

About Nexi

At Nexi, we're simplifying the future of digital payments. As one of Europe's leading payment companies, we combine international scale with the dynamism of a fast-moving tech company. With over 9,000 colleagues across more than 25 countries, we're shaping how people and businesses pay and interact every day. Here, your skills, curiosity, and ambition don't just support the business. They help shape what comes next.

Your Everyday at Nexi

As a Card Dispute Specialist with German, you’ll join a collaborative and forward-thinking team based in Kraków. Together, we ensure secure and efficient resolution of cardholder disputes, protecting customers from fraud and financial loss. Our team plays a key role in maintaining trust in digital payments by handling complex cases with accuracy, professionalism, and speed, supporting both Visa and Mastercard cardholders across Germany.

About Your Future Role

In this position, you will:

• Oversee the effective management of card dispute case handling and routine production tasks, ensuring adherence to Key performance indicators (KPIs) and agreed Service Level Agreements (SLA’s) and Operational Level Agreement (OLA’s), utilizing dedicated IT tools and systems integral to work processes.
• Good understanding to handle more complex and high-value disputes, requiring in-depth analysis.
• Support customers in minimizing losses in connection to third party fraud with payment cards.
• Ensure compliance with all relevant regulations and organizational policies.
• Collaborate with internal parties, including other Customer Service teams, Fraud, and Legal departments or external parties such as vendor partners.
• Handle errors, perform corrections, and investigate root causes.
• Handle customer communications via email and/or telephone according to KPIs and agreed SLAs.
• Report incidents in your area and maintain compliance in all actions.

What We Value In You

We’re looking for someone eager to make a difference. Here’s what we value:

Essential Qualifications:

• Fluent in and German and English (speaking and writing).
• Ability to handle sensitive customer issues with professionalism and empathy paired with good communication, cooperation, and networking skills.
• Experience handling customer applications and administrative tasks in a professional, positive, effective way.
• Experience in communicating and explaining the ‘why’ behind and having the ability to think analytically and detect risks.
• 1–2 years of hands‑on experience managing cardholder disputes, chargebacks, and fraud claims.
• Basic understanding of card scheme processes such as authorization, clearing and settlement
• Proficient in MS Office 365.
• Familiarity with Visa/Mastercard dispute resolution rules and chargeback cycles is essential will be an advantage.

Bonus Skills:

• Proficient in IT Card Scheme system landscape will be an advantage.
• A minimum of a bachelor’s degree or equivalent is preferred.
• Courses on fraud prevention, chargeback handling, and dispute resolution are highly beneficial.

Even if you don’t check every box, your unique potential and willingness to learn could set you apart.

What’s in it for You?

• Attractive salary and a competitive benefits package to reward your expertise and contributions
• Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
• Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
• Grow and develop: Gain hands‑on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential

Life and Culture at Nexi

Working at Nexi means collaborating across teams, markets, and disciplines to solve complex challenges and deliver meaningful results. You'll be part of an environment where knowledge sharing, continuous improvement, and teamwork are part of everyday life. Discover more about our culture, values, and what it's like to be part of Nexi on our Life at Nexi page .

Diversity and Inclusion Commitment

At Nexi, diversity and inclusion are at the heart of who we are. By embracing differences and fostering respect, we build a culture where every individual has the opportunity to learn, grow, and succeed.

Next starts with you, everyday

At Nexi, our next idea, our next innovation, starts with you. Join us today.

Responsibilities

QUALIFICATIONS