About Zeta
Zeta is aNext-Gen Banking Techcompany that empowers banks andfintechsto launch banking products for the future. It was founded byand Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks andFintechsin multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over1700+employees - with over70%roles in R&D - across locations in theUS,EMEA, andAsia. We raised$280 millionat a$1.5 billionvaluation from Softbank, Mastercard, and other investors in 2021.
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About the Role
We areseekinga detail-oriented and customer-focused professional to join our team as aCards Dispute & Chargeback Specialist.This role is critical in managing end-to-end dispute and chargeback processes across debit, credit, and prepaid card transactions.The ideal candidate will bring a deep understanding of card network dispute rules (Visa, Mastercard,RuPay, UPI), strong analytical capabilities, and the ability to collaborate effectively with customers, internal teams, banks, acquirers, and merchants.Key Responsibilities
Manage the full life cycle of disputes and chargebacks for debit, credit, and prepaid cards.Investigatevarious typesof customer disputes including:Fraudulent transactions
Merchandise not received
Service not rendered
Duplicate billing
Other chargeback-eligible scenarios
Determinethe validity of disputes in alignment with card network regulations.Process chargebacks, pre-arbitrations, representments, and compliance casesin accordance withVisa, Mastercard,RuPay, and other applicable scheme rules.Prepare, organize, andsubmitaccuratesupporting documentation within regulatory and scheme-defined timelines.Collaborate with merchants, acquirers, issuers, customers, and internal stakeholders to ensureaccurateandtimelyresolution of cases.Maintain current knowledge of dispute resolution regulations, card scheme guidelines, and compliance frameworks (e.g., RBI regulations, PCI DSS).Track and report key dispute metrics including:Dispute Volumes
Aging Reports
Recovery Rates
Win / Loss Ratios
SLA Compliance
Provide clear, professional, andtimelycommunication to customersregardingcase status and resolution.Support internal and external audits, compliance assessments, and regulatory reporting requirements.Identifyand implement opportunities for process improvement and automation to enhance efficiency and reduce turnaround times.Skills & Qualifications
Familiarity with fraud detection systems, transaction monitoring, and dispute management tools.Strong knowledge of RBI guidelines, PCI DSS, and other applicable regulatory frameworks.Exposure to process improvement methodologies such as Lean Six Sigma or RPA-based automation.Excellent analytical, investigative, and problem-solving skills.Strong communicationand interpersonal abilities to engage with cross-functional teams and external stakeholders.Ability to work independently and handle sensitive cases with a high degree of accuracy and confidentiality.Experience & Qualifications
Bachelor's degree in finance, Business Administration, or a related field.Prior experience in banking operations, fintech companies, or card processing environments.
