Risk Operations Analyst I

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

Summary

Risk Operations Analyst I Remote Summary We are seeking a detail-oriented, deadline-driven Risk Operations Analyst to join our DTC Risk team as a contractor. You will own the daily chargeback dispute queue for our website: building evidence packages, submitting responses before every deadline, and recovering revenue lost to invalid disputes. You will also flag fraud and abuse patterns to improve our prevention controls.

Responsibilities

• Manage the daily dispute queue, prioritizing by response deadline and dollar value, with zero missed network or processor deadlines.
• Build and submit compelling evidence packages (representment) through processor portals, matched to each disputes reason code.
• Gather evidence from internal systems, including order and payment records, shipping and proof of delivery, refund and return history, customer support interactions, policy acceptance, and device activation or account pairing data.
• Make accept or fight decisions using defined thresholds and playbooks.
• Handle the full dispute lifecycle, including retrieval requests, pre-arbitration, arbitration, and pre-dispute alerts.
• Document every case with clear notes and maintain an audit trail.
• Maintain and improve evidence templates and playbooks by reason code.
• Distinguish friendly fraud from true fraud and share patterns with the Fraud team to inform rule tuning.
• Analyze dispute data to identify trends, root causes, and process gaps, and recommend fixes.
• Partner with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.
• Handle cardholder and customer data in line with PCI DSS, privacy requirements, and company policy.

Requirements

• 2+ years of hands-on chargeback or dispute management experience in e-commerce or payments.
• Working knowledge of Visa, Mastercard, Amex, and Discover dispute rules, reason codes, and response timelines.
• Experience with processor dispute portals.
• Comfort with high-volume, deadline-driven work and strong attention to detail.
• Proficiency in SQL and Excel or Google Sheets for pulling and analyzing data.
• Clear written communication, especially in writing concise, persuasive dispute responses.
• Ability to work independently, manage time, and escalation appropriately.

Preferred Qualifications

• Experience with consumer electronics or connected device disputes.
• Familiarity with pre-dispute tools (Ethoca, Verifi, RDR, Order Insight).
• Familiarity with card network monitoring programs (e.g., VAMP, Mastercard ECM).
• Experience using AI tools or automation to speed up evidence gathering and case handling.

Success Measures

• Dispute win rate and dollars recovered
• Deadline adherence (target 100%)
• Time from case open to submission
• Chargeback ratio held below network thresholds

Pay and Benefits

Pay range is $33 - $38 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

THE PROMISES WE MAKE

At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.

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