Remote Risk & Chargeback Analyst - Disputes & Recovery

Crystal Equation; Menlo Park (CA); Hybrid; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401K

Job summary

Crystal Equation Corporation seeks a detail-oriented Risk Operations Analyst I for our DTC Risk team. This contractor role focuses on managing the daily chargeback dispute queue, building evidence packages, and submitting responses before deadlines to recover revenue from invalid disputes.

You will flag fraud patterns, support PCI and privacy requirements, and collaborate with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.

Qualifications

• 2+ years of hands-on chargeback or dispute management in e-commerce/payments.
• Working knowledge of Visa, Mastercard, Amex, Discover dispute rules and timelines.
• Experience with processor dispute portals and evidence gathering.
• Ability to work in a high-volume, deadline-driven environment with precision.

Responsibilities

• Manage the daily dispute queue by deadlines and dollar value with zero missed deadlines.
• Build and submit evidence packages through processor portals, aligned to dispute codes.
• Collect evidence from orders, payments, shipping, refunds, and support interactions.
• Make accept/fight decisions using defined thresholds and playbooks.
• Handle dispute lifecycle from retrieval to arbitration and pre-dispute alerts.
• Maintain audit trails and improve templates and playbooks by reason code.
• Distinguish friendly fraud from true fraud and share insights with Fraud team.
• Analyze dispute data to identify trends and root causes, propose fixes.
• Collaborate with Payments, CX, Fulfillment, and Fraud to resolve escalations.
• Handle cardholder data in line with PCI DSS and company policy.

Skills

Chargeback management

SQL

Excel/Sheets

Dispute portals

Attention to detail

Written communication

Tools

Processor dispute portals

Ethoca

Verifi

RDR

Order Insight

Job description

Crystal Equation Corporation seeks a detail-oriented Risk Operations Analyst I for our DTC Risk team. This contractor role focuses on managing the daily chargeback dispute queue, building evidence packages, and submitting responses before deadlines to recover revenue from invalid disputes.

You will flag fraud patterns, support PCI and privacy requirements, and collaborate with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.