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Signifyd is a fraud prevention and chargeback management platform trusted by thousands of merchants across 100+ countries. The company processes billions of transactions annually and helps online retailers provide frictionless shopping experiences while protecting revenue from fraud and chargebacks.
You will join the Chargeback Investigations team as a frontline financial driver and data integrity gatekeeper. This is a hands-on, data-focused role where you will manage chargeback files and data across multiple payment processors, investigate disputes, help recover funds, and ensure claims are processed according to company policies.
Key responsibilities include:
- Review, validate, and reconcile chargeback files and reports from multiple payment processors, ensuring accurate capture, mapping, and processing
- Conduct high-quality research and in-depth analysis on credit card chargebacks to investigate for criminal or buyer fraud with minimal supervision
- Review and process merchant reimbursement requests in line with Signifyd's coverage policies
- Make accurate liability determinations on chargeback cases, identify friendly fraud, and dispute cases to recover funds
- Consistently apply Signifyd's Terms of Service and merchant-specific eligibility rules
- Gather evidence from internal and third-party data sources to prove transaction validity
- Support onboarding of new merchants by reviewing policies and ensuring correct account configuration
- Conduct performance reviews of merchant accounts for ongoing compliance
- Collaborate with customers, banks, processors, and internal stakeholders to optimize processes
- Work closely with cross-functional teams including Customer Success, Product, and Finance
- Complete quality assurance and administrative tasks as needed
Requirements:
- Fluent in Spanish and English (required)
- Minimum 2 years of experience in chargeback analysis, fraud prevention, or payment operations within North America, EMEA, or LatAm payments market
- Experience working with payment processors in North America, EMEA, or LatAm
- Knowledge of card network regulations (Visa, Mastercard, American Express, Discover) for both merchants and consumers
- Strong problem-solving, change management, and analytical skills
- High computer proficiency across multiple systems; advanced G-Suite knowledge and strong research skills
- Advanced Excel skills including pivot tables, lookups (XLOOKUP/VLOOKUP, INDEX/MATCH), conditional logic, data cleansing, and macro building/maintenance
- Exceptional attention to detail
- Ability to maintain confidentiality with sensitive information
- Team-player mentality with proactive attitude and ability to work both collaboratively and independently
- Professional demeanor with willingness to adapt to constantly changing, customer-focused environment while maintaining strict adherence to security and privacy policies
Highly desired:
- Customer service experience with direct merchant and end-customer interaction
- Experience onboarding merchants and supporting account configuration
- Experience with payment platforms/processors (Shopify, Stripe, PayPal, Adyen, Braintree)
- SQL knowledge and Looker dashboard design experience
- Portuguese fluency
