Chargeback Specialist

Kraków / Warsaw / Vilnius / Lisbon / Barcelona / Limassol

At COLIBRIX ONE*, we’re building advanced, AI-powered payment technologies that support Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanks across the EU and the UK. As a fully licensed Electronic Money Institution (FCA Reference No. 927920) and holder of a Financial Institution Licence issued by the MFSA, as well as a principal member of both VISA and Mastercard, we provide comprehensive, real-world financial solutions that include:  

• Global card processing

• Digital wallet infrastructure

• Cross-border merchant accounts

• Alternative payment methods (APMs)

• Corporate accounts for legal entities

We’re a fast-growing team with a passion for innovation, security, and scalability. Our culture values curiosity, collaboration, and impact - and we’re looking for talented professionals who are ready to shape the future of fintech.

At COLIBRIX ONE, your work directly powers the digital economy. If you're eager to solve meaningful challenges and build with purpose, we’d love to hear from you.

The Role

As a Chargeback Specialist, you will manage the end-to-end card dispute process within an acquiring environment under Visa and Mastercard schemes. You will analyze transactions, prepare representments, and collaborate with banks and merchants to resolve disputes and improve win rates. The role also involves monitoring chargeback trends across a diverse merchant portfolio, supporting risk mitigation efforts, and ensuring compliance with scheme rules in a fast-paced fintech setting.

Key Responsibilities

• Handle incoming chargebacks in accordance with Visa and Mastercard scheme rules

• Manage the full dispute lifecycle: first chargeback, representment, pre-arbitration, arbitration, and collaboration / pre-dispute cases

• Analyze transaction data to prepare compelling representments and supporting documentation

• Manage disputes across a diverse merchant portfolio spanning low - to high-risk profiles and varied business models, including one-off and recurring billing flows

• Tailor representment and dispute strategies to the merchant's risk profile and transaction model

• Monitor chargeback ratios across merchant activity and identify patterns or spikes that require further investigation

• Track merchant performance against scheme monitoring thresholds (Visa VAMP, Mastercard ECM/EFM) and flag emerging risk

• Leverage dispute prevention and deflection tools (Ethoca Alerts, Verifi Order Insight / CDRN, Visa RDR) to reduce dispute volume

• Collaborate with internal teams - Risk, Settlement, and Compliance

• Communicate with issuer banks, acquiring banks, processors, and merchants to resolve dispute-related queries

• Continuously evaluate dispute procedures and suggest improvements to increase win rates

• Work to strict scheme response deadlines and SLAs without compromising quality

• Stay up to date with scheme rules, regulatory updates, and industry best practices in dispute management

• Perform any other related duties or responsibilities as assigned

What you need to succeed in this role

• Minimum 2 years of experience in dispute management, preferably within a PSP, EMI, or acquiring bank

• Hands-on experience managing chargebacks for merchants across the full risk spectrum, from low-risk to high-risk verticals

• Strong understanding of Visa and Mastercard scheme rules and the end-to-end dispute process

• Experience with dispute prevention / deflection tools (Ethoca, Verifi Order Insight / CDRN, RDR) is a strong advantage

• Awareness of scheme monitoring programs and thresholds (VAMP, ECM/EFM) and how dispute outcomes affect portfolio ratios

• High attention to detail with strong organizational and documentation skills

• Ability to analyze transaction flows, spot anomalies, and present findings clearly

• Comfortable working in a fast-paced environment and managing multiple cases simultaneously to strict deadlines

• Excellent written communication skills in a formal and professional style

• Strong problem-solving mindset and ability to work independently while remaining aligned with team goals and guidance

• Fluency in English and Russian (additional languages are considered a plus)

• Proficiency in Microsoft Office, with strong expertise in Excel highly desirable

• Higher education in banking or economics, and experience in a regulated financial environment, are considered a plus

What We Offer

• Opportunity to shape the future of fintech solutions within a growing company 

• Collaborative, horizontal team structure that values your expertise and ideas 

• Continuous learning and development opportunities to enhance your skills and career growth 

• Competitive salary and benefits package 

* This position is offered within the COLIBRIX ONE. Employment will be under the appropriate legal entity based on the role and location.