Dispute Specialist

Nordiska; Stockholms kommun; On-site; SEK 480,000 - 650,000; Full time

Job summary

Nordiska in Sweden seeks a Dispute Specialist to ensure accurate handling of card disputes across card products and partner brands in the Nordics. You will own cases from initial assessment through investigation, follow-up and closure, applying card scheme rules to resolve complex issues.

You will work closely with Customer Services, Backoffice and external partners, act as the reference point for dispute matters, escalate when needed, and help shape a robust dispute function that supports

Qualifications

• Hands-on experience managing card disputes and chargebacks within a bank, card issuer, payment provider or processor.
• Strong working knowledge of card scheme dispute rules, evidence requirements, time limits and the chargeback lifecycle.
• Experience independently assessing complex cases, evaluating merchant responses and handling or coordinating escalations.
• Experience developing procedures, supporting quality assurance and coaching colleagues in dispute handling.
• Professional proficiency in Swedish and English, both written and spoken. Norwegian or Danish is an advantage.

Responsibilities

• Manage card disputes and chargebacks involving unauthorised transactions, processing errors, goods, services and refunds.
• Assess evidence, eligibility and dispute grounds, prepare submissions, evaluate merchant responses and manage subsequent stages within agreed mandates.
• Drive cases forward, meeting card scheme deadlines and internal service standards, documenting decisions and communicating evidence requirements, progress and outcomes.
• Coordinate partner escalations, including pre-arbitration and arbitration, and monitor deadlines.
• Ensure dispute-related credits, reversals and account adjustments are processed and reconciled according to procedures.
• Maintain procedures, controls and guidance, translating card scheme changes into updated ways of working.
• Train and support Customer Services and Backoffice colleagues, review case quality and strengthen dispute knowledge.

Skills

Dispute management

Card disputes

Chargebacks

Card scheme rules

Evidence handling

Swedish & English

Arbitration knowledge

Job description

Bank at core, innovation at heart

Nordiska is a bank offering a complete range of financial services, allowing us to tailor solutions to each customer while simultaneously enabling them to gain access to advanced financial technology. Part of our offering is our Embedded platform, enabling enterprise partners across Europe to seamlessly integrate financial services – including saving, lending, and payments – into innovative product offerings. Additionally, we provide corporate and real estate financing, as well as sustainable savings with a government-backed deposit guarantee.

To meet future demands, we continuously scale our modern technology platform, expand partner integrations, and accelerate product innovation to help shape the future of financial services.

Working at Nordiska

Since our founding, we have been committed to driving innovation and creating meaningful impact. We work towards an ambitious vision and goals, backed up by our history of successfully delivering high-quality results and sustainable growth.

Historically and going forward, the people working at Nordiska are what enables our success. We balance our professional environment with an entrepreneurial mindset, always acting with honesty and responsibility, to build long-term trust among customers, partners and employees.

About the Role

As Dispute Specialist, you will ensure consistent and accurate handling of card disputes across Nordiska’s card products and partner brands throughout the Nordics. You will own cases from initial assessment through investigation, follow-up and closure, applying your expertise and card scheme rules to resolve complex cases and guide colleagues towards well-supported decisions.

Working closely with Customer Services, Backoffice, fraud specialists and external payment partners, you will be the operational point of reference for dispute matters, making decisions within your mandate and escalating cases that require additional authority or legal guidance. You will help shape a dispute function that customers, colleagues and partners can rely on, influencing how we work and building expertise across Operations while staying close to daily casework.

In the role, you will:

• Manage card disputes and chargebacks involving unauthorised transactions, processing errors, goods, services and refunds. Assess evidence, eligibility and dispute grounds, prepare submissions, evaluate merchant responses and manage subsequent stages within agreed mandates.




• Drive cases forward, meeting card scheme deadlines and internal service standards, documenting decisions and working with Customer Services to communicate evidence requirements, progress and outcomes.




• Guide colleagues on complex cases and coordinate partner escalations, including pre-arbitration and arbitration. Handle ARN and equivalent Nordic consumer dispute cases, preparing documentation and responses and monitoring deadlines.




• Ensure dispute-related credits, reversals and account adjustments are processed and reconciled according to agreed procedures.




• Maintain procedures, controls and practical guidance, translating relevant card scheme changes into updated ways of working.




• Train and support Customer Services and Backoffice colleagues, review case quality and strengthen dispute knowledge.




• Track volumes, ageing, outcomes and losses, identifying recurring issues and improving tools and processes with Product, Tech and fraud specialists.

Your Professional Profile

You are an experienced dispute professional who can work independently and enjoys being the person colleagues turn to for guidance. You combine analytical judgement with attention to detail and take responsibility for seeing cases through to resolution.

You communicate clearly and confidently, including when explaining a difficult outcome. You are comfortable building structure in a growing business and translating specialist knowledge into practical guidance that others can use.

We believe that you have:

• Hands-on experience managing card disputes and chargebacks within a bank, card issuer, payment provider or processor.




• Strong working knowledge of card scheme dispute rules, evidence requirements, time limits and the chargeback lifecycle.




• Experience independently assessing complex cases, evaluating merchant responses and handling or coordinating escalations.




• Experience developing procedures, supporting quality assurance and coaching colleagues in dispute handling.




• Experience managing competing case deadlines and maintaining accurate records in dispute or case management systems.




• Professional proficiency in Swedish and English, both written and spoken. Norwegian or Danish is an advantage.




• Additional experience with commercial cards, issuer-side dispute operations, multi-market card programmes, pre-arbitration or arbitration, or improvements to dispute workflows, reporting or automation is an advantage.