Chargeback Analyst

JOB DESCRIPTION

• This position will be a part of the Payment and Risk Operation team and will be responsible for:
• Processing Merchant Dispute (Incoming Dispute): Reviewing, researching, creating representment letter to processor.
• Processing Issuing Chargeback (Outgoing Dispute): Reviewing, researching, investigating, submitting disputes to processors
• Processing chargebacks recon (Updating status of chargeback and review status)
• Communicate with customers regarding documentation requests via email and phone calls
• Ensure Dispute milestones are met within a time frame
• Data entries related to chargeback

Professional Experience/Background to be successful in this role

• Has at least 2 years of chargeback of payment card risk management experience
• Has at least 2 years of customer service experience
• Meet service level and performance requirements to deliver high quality work
• Possesses strong data analysis and investigative reporting skills
• Able to solve transaction or payment issues without complete process guidance
• Communicates clearly, and effectively with customers while investigating and resolving payment exceptions
• Has strong skills in using Excel and other software to create spreadsheets, models and reports
• Ability to make sound judgment calls

Competencies (Attributes needed to be successful in this role)

• Embodies BILL core values
• Fast Learner/Tech Savvy
• Excellent Communicator
• Reliable Team Player
• Attention to details
• Self-Starter able to think outside of the box
• Thrives in a fast-paced environment
• Independent decision maker with the ability to confidently back up actions

Additional Information

• Hybrid: In onsite Monday, Tuesday, and Thursday; remote Wednesday and Friday; full Mon–Fri work week. Transitions to fully remote in September (exact date TBD), though candidates needing continued in-person training may stay hybrid longer.
• Hiring manager flagged a common false positive: candidates often claim "dispute experience" that is actually fraud review experience — these are not equivalent, and true chargeback/dispute experience should be verified.
• Target timeline: offer out by Friday, Aug 7, 2026; ideal start date Aug 10, 2026, realistic target Aug 17, 2026

Interview Rounds

• 2 interview rounds, both 1:1 video format — one with the hiring manager, one with a senior dispute analyst

Additional Information

• Location: Draper, UT 84020 — candidate must be local to Draper
• Onsite / Hybrid / Remote: Hybrid — onsite Monday, Tuesday, and Thursday; remote Wednesday and Friday; full Mon–Fri work week. Transitions to fully remote in September (exact date TBD), though candidates needing continued in-person training may stay hybrid longer
• Job grade, reporting context, or other screening-relevant logistics: - Backfill/replacement role (predecessor was converted to FTE)
• Team structure: 3 people on the merchant/acquiring side, 4 on the issuing side
• 2 interview rounds, both 1:1 video format — one with the hiring manager, one with a senior dispute analyst
• Hiring manager flagged a common false positive: candidates often claim "dispute experience" that is actually fraud review experience — these are not equivalent, and true chargeback/dispute experience should be verified
• Target timeline: offer out by Friday, Aug 7, 2026; ideal start date Aug 10, 2026, realistic target Aug 17, 2026

Must Have

• At least 2 years of chargeback card dispute experience specifically on the Merchant Dispute (acquiring) side — reviewing, researching, and building representment/rebuttal documentation
• At least 2 years of customer service experience, including handling sensitive or disputed-transaction conversations
• Experience with Salesforce and Zendesk (CRM/case management systems used by the team)
• Strong data analysis and investigative reporting skills
• Strong Excel skills, including building spreadsheets, models, and reports

Nice to Have

• Chargeback/dispute experience on the Issuing side (in addition to Merchant Dispute)
• Experience with QuickBase (used as the dispute management system)
• Familiarity with Google Sheets and Smart Sheets
• Familiarity with Claude/AI tooling
• Prior experience at a similar payment processor or card network company (hiring manager referenced companies such as FIS (Fidelity National Information Services), Marqeta, Adyen, ComData and comparable dispute processors.)