As a Chargebacks Expert, you will play a key role in protecting our users by ensuring Mastercard / Adyen disputes are handled accurately, fairly, and in line with Mastercard and PSD2 requirements. Taking end-to-end ownership of the chargeback process, you will leverage your expertise, together with AI, automation, and data-driven insights, to continuously strengthen our operations, scale our impact, and deliver a transparent, high-quality experience that gives users confidence every step of the way.
Pro tip 💡: we love giving people a shot to grow into a role, but for this position Chargeback expertise is required.
Take Ownership
- Maintain a single, central operational playbook and decision framework that defines the full end-to-end chargeback process from submission to closure.
- Define and track clear operational performance metrics to drive regular performance reviews and continuous improvement.
- Leverage AI and automation to streamline submission flows, support decision-making during investigations, and keep users proactively updated on their case status.
- Conduct regular gap analyses to identify structural inefficiencies and quality gaps, translating insights into actionable corrective action plans.
- Optimize the user-facing chargeback flow and communication templates to minimize friction and ensure clear, empathetic, and consistent support.
- Ensure full compliance with global payment regulations and card scheme rules, continuously updating guidelines to mitigate regulatory risks.
- You have an AI-first mindset: You love turning manual processes into scalable AI solutions, constantly seeking ways to automate operations and scale impact.
- You have deep Chargeback understanding: You possess strong expertise in chargebacks, cards operations, merchant disputes.
- You are a relentless problem solver: You hunt for the root cause of operational issues using data instead of opinions, ensuring permanent and systemic fixes.
- You possess a Get Shit Done mentality: You thrive on hands-on execution and ownership, happy to manage urgent issues to resolution and personally tackle complex cases to learn from experience.
- You have proven data analysis skills: You can easily interpret operational insights and user feedback to implement actionable, measurable improvements.
- You are an effective communicator: You are fluent in English with perfect written and spoken clarity, enabling seamless stakeholder management and process adoption.
Your space to perform
- We give you the space and the tools you need to succeed 💪
- 🤟 Great, international colleagues who share your mindset
- 👩💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.
- 📚 We support growth with bunq Academy and €1500 annual learning budget
- 🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
- 🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳) (in the Netherlands)
- 🧳 Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration
- 🚀 We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.
- 💻 A MacBook so you can Get Shit Done with us
- 🥦 Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options
- 💰 An optional pension plan with monthly contribution from bunq (in the Netherlands)
- ⚕️ Private health insurance, just in case (in Turkey or Bulgaria)
- 🧘 €60 monthly allowance via Alleo by Epassi, rolling over monthly and resetting annually (in the Netherlands)
- 🍻 Friday drinks and other celebrations - bunq style
- All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, Zinc. This is part of our commitment to a secure and trustworthy workplace.
- Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.
