Chargeback Employee

As a Chargeback Employee, you ensure efficient and compliant processing of the entire chargeback process in accordance with the requirements of the international schemes. In doing so, you protect our customers, ensure the integrity of payment transactions, and prevent financial damage. With your careful analysis and sense of responsibility, you are an important part of our security and service chain. This is how you strengthen trust in our card solutions every day. Why you start with us Time for recovery 6 weeks of vacation and the possibility of unpaid leave. Flexible working models Part-time, job-sharing, and top-sharing. Individual development Diverse training and further education offers, temporary job changes, and stages. Modern working worlds Modern workplaces, co-working in Bern and Zürich, as well as home office in many areas. Maternity & paternity leave 18 weeks fully paid maternity leave and 4 weeks paternity leave. Health in focus Preventive offers, ergonomic workplaces, and targeted support during longer absences. Mobility offers Free Halbtax or discounted GA as well as attractive bicycle, car-sharing, and e-car offers. Lived equal opportunity Among other things through transparent salary information in our job advertisements. What you can achieve • You carry out the entire chargeback process and comply with deadlines as well as the formal requirements of Mastercard® • You analyze dispute cases precisely, find efficient and customer-oriented solutions, and decide on the reclamation to be initiated • You process written and telephone inquiries as well as disputes from cardholders, partners, and internal as well as external bodies • You compile the case-relevant documents, forward them to partner organizations, and record the individual steps in the reclamation process • You ensure that customers are informed at all times about the status of their dispute – in German, Italian, and English • You recognize special cases such as authority inquiries or complex complaints and handle them professionally • You immediately inform the Fraud Prevention team in the event of suspicious transactions and support the initiation of necessary measures • You actively contribute your ideas and support the further development of our processes and workflows What you bring with you • Completed commercial or comparable vocational training • Experience in the area of chargeback, card service (Issuing), and payment transactions • Italian language skills at native level, proficient English skills, as well as good German skills; additional language skills are an advantage • Ability for clear, empathetic, and professional communication even in challenging situations • Structured, precise, and independent way of working as well as enjoyment of analyzing complex cases and finding solutions • Strong sense of responsibility and ability to maintain calm and overview in hectic moments • Confident handling of MS Office and digital tools as well as openness to new technologies • Service-oriented mindset in dealing with customers as well as internal and external partners