Walkin Drive For Merchant Disputes & Chargeback on 3rd SEP at BLR

Greetings from Infosys BPM Ltd.,

We are hiring for Walkin Drive for Merchant Disputes & Chargeback (International) Domain for Bangalore.

Please walk-in for the interview on 03rd September 2026(Thursday) in Bangalore.

Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in.

Please use below link to apply and register your application.

Please mention Candidate ID on top of the Resume ***

Senior Process Executive- 1Yr to 2Yrs experience:

https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-247500

Process Specialist- 2Yr to 4Yrs experience:

https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-249267

Interview Details:

Interview Date: 03rd September 2026 (Thursday)

Interview Time: 10:00 AM to 12:30 PM IST ONLY

Interview Venue:

Bangalore :: E-City Phase 2:: Infosys Limited, No. 40/P-41/P, Gate#: 1, Electronic City Phase-2, Industrial Area, Konappana Agrahara, Bangalore- 560100.

Landmark: In Between Sunik Industries and Tejas Networks.

Please find below Job Description for your reference:

• Job Location: Bengaluru
• Qualification: Any Graduate (Full Time)
• Total years of Experience: 1- 4 Years
• Notice Period: Immediate Joiners to 15 days
• Shift: Flexible to work with any shift
• Work From Office is mandatory
• Job Level: 2A/ 3A
• Designation: Senior Process Executive/ Process Specialist

Note:

• Only candidates with experience in International Merchant Card Disputes and Chargebacks will be considered.
• Candidates must have all experience related documents as per their company records and EPFO history.

JOB DESCRIPTION FOR 2A:

Role Summary:

Own end-to-end merchant dispute handling across Visa, Mastercard, American Express, and Discover, including chargeback, representment, pre-arbitration, and arbitration. Maximize recovery, ensure rule compliance, and deliver a strong merchant experience under network SLAs.

Key Responsibilities:

A. Dispute & Chargeback Lifecycle:

• Triage disputes (including retrievals/RFIs), validate reason codes, and decide action (accept/represent/pre-arb/arb).
• Prepare and file Compelling Evidence (CE) for representments within network/processor SLAs.
• Lead pre-arbitration negotiations; prepare arbitration submissions with accurate documentation and clear arguments.
• Track outcomes, escalate edge cases, reduce cycle times, and improve win/recovery rates.

B. Evidence & Documentation:

• Collect and package CE: transaction logs, AVS/CVV/3DS data, device/IP signals, delivery proof, customer communications, screenshots, T&Cs/cancellation policies, refund records, support transcripts.
• Maintain reason-code libraries and SOPs aligned to Visa Claims Resolution (VCR) and Mastercard Dispute Resolution (MDR); ensure documentation is audit-ready.

C. Merchant & Stakeholder Communication:

• Liaise with merchants, Customer Support, Risk, Finance, acquirers/processors, and external partners to gather data and resolve disputes promptly.
• Educate merchants on prevention (billing descriptors/testing, receipt design, refund policies, shipping/signature confirmation, post-purchase communications).

D. Compliance & Controls:

• Adhere to Visa/Mastercard/Amex/Discover rules and acquirer/processor guidelines; ensure evidence integrity and privacy compliance.
• Support monitoring programs (e.g., Visa VDMP/VFMP; Mastercard ECP) by supplying accurate dispute/fraud metrics.

E. Reporting & Continuous Improvement:

• Track KPIs: representment win rate, recovery dollars, TAT/cycle time, pre-arb avoidance, write-off reduction, dispute ratio health.
• Identify root causes and drive prevention playbooks (descriptor hygiene, friendly-fraud defenses, SCA/3DS optimization, logistics/signature policies).
• Contribute to automation/templates and quality reviews to enable First-Time-Right submissions.

Required Qualifications:

• 1 to 2 years in merchant disputes & chargebacks across Visa, Mastercard, Amex, Discover.
• Practical exposure to VCR/MDR workflows and phases (chargeback representment pre-arb arbitration).
• Experience drafting reason-code-specific narratives and assembling CE.
• Hands-on with VROL, Mastercom/Claims Manager, Amex/Discover portals; CRM/ticketing tools.
• Strong analytical and written skills; ability to interpret payment data/logs to build a defensible case.
• High ownership, urgency, and resilience under tight deadlines; willingness to work US hours onsite (no hybrid/remote).

Preferred Qualifications:

• Experience with acquirers/PSPs (e.g., Fiserv/First Data, Worldpay/FIS, TSYS, Adyen, Stripe) and tools like Ethoca/Verifi Order Insight.
• Knowledge of chargeback prevention best practices.
• Intermediate Excel/Sheets; basic SQL/BI a plus.
• Exposure to merchant education/training on prevention.
• Bachelors degree in Business/Finance/Accounting/Commerce.

JOB DESCRIPTION FOR 3A:

Role Summary:

Serve as the domain expert for multi-brand dispute managementelevating win rates through evidence strategy, rule interpretation (VCR/MDR/Amex/Discover), and advanced escalationswhile coaching the floor and owning complex/high-value cases.

Key Responsibilities:

A. Complex Case Leadership:

• Own high-value/complex disputes end-to-end; optimize representment narratives and CE per reason code.
• Lead pre-arbitration strategies and arbitration submissions with precise arguments and artefacts.

B. Rule Interpretation & Governance:

• Interpret network rule changes; update SOPs/playbooks and roll out training/calibrations.
• Partner with acquirers/processors on policy clarifications and case-level negotiations.

C. Quality & Enablement:

• Review/approve critical submissions to ensure First-Time-Right quality; reduce rework/defects.
• Coach Agents; certify new hires for production; drive template/snippet/evidence-checklist improvements.

D. Prevention & Analytics:

• Identify friendly-fraud patterns and systemic gaps; recommend prevention (descriptor hygiene, refund/return design, SCA/3DS).
• Collaborate with Analytics/Automation to scale insights and reduce manual workload.

Required Qualifications:

• Deep knowledge of VCR/MDR, Amex & Discover procedures; strong case-law style writing.
• Hands-on with VROL, Mastercom, Amex/Discover portals; CRM; intermediate Excel; SQL/BI preferred.
• Proven track record improving win rates and reducing pre-arb volumes.

Documents to Carry:

• Carry a printout your updated resume.
• Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
• All original education documents needs to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree)

Mandatory to carry:

Smartphone with good front camera, charger and Headset for Assessment, Government ID proof Hardcopy.

Pointers to note:

• Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
• Original Government ID card is must for Security Clearance.

Thanks & Regards,

Infosys Recruitment Team