Greetings from Infosys BPM Ltd.,
We are hiring for Walkin Drive for Merchant Disputes & Chargeback Domain for Bangalore. Please walk-in for the interview on 26th March 2026 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/jobdescjobReferenceCode=PROGEN-EXTERNAL-240625
Subject Matter Expert (SME)- 2Yr to 4Yrs experience:
https://career.infosys.com/jobdescjobReferenceCode=PROGEN-EXTERNAL-240627
Interview details:
Interview Date: 26th March 2026
Interview Time: 10:00 AM to 12:30 PM IST
Interview Venue:
Bangalore :: E-City Phase 2:: Infosys Limited, No. 40/P-41/P,
Gate #: 2 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)
- 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/ Subject Matter Expert
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 management elevating win rates through evidence strategy, rule interpretation (VCR/MDR/Amex/Discover), and advanced escalations while 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
