Job Title

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 7th April 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:Matter Expert (SME)- 2Yr to 4Yrs experience:details:Interview Date: 7th April 2026Interview Time: 10:00 AM to 12:30 PM ISTInterview 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 NetworksPlease find below Job Description for your reference:Job Location: BengaluruQualification: Any Graduate (Full Time)Experience: 1- 4 YearsNotice Period: Immediate Joiners to 15 daysShift: Flexible to work with any shiftWork From Office is mandatoryJob Level: 2A/ 3ADesignation: Senior Process Executive/ Subject Matter ExpertJOB 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 ClearanceThanks & Regards,Infosys Recruitment Team