Chargeback & Payments Coordinator

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It’s too complicated, too expensive, and it doesn’t reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We’ve sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards, including the Insurance Claims Team Of The Year 2024 as awarded at The Insurance Post’s Claims & Fraud Awards. And we’re only just getting started. Our ambition is to make insurance as seamless, flexible and trusted as running water, and our Sales team are at the heart of getting self-employed drivers on cover quickly, fairly and with confidence.

That’s where you come in…

As Zego grows, so does the complexity of our financial risk landscape. We're seeing an increase in chargeback activity and a growing number of dormant customer accounts carrying positive balances, both of which require focused, expert attention. This is a newly created role designed to tackle these challenges head-on.

You will own the end-to-end chargeback dispute process, build robust evidence frameworks, and lead the identification and remediation of dormant account balances in line with AML regulatory obligations. Critically, you'll work across both workstreams to identify where chargeback requestors and dormant account holders intersect — a potential indicator of financial crime activity.

What you will be doing

Chargeback Mitigation

Own and manage the daily review of chargeback disputes, ensuring evidence is gathered, assessed and submitted within scheme deadlines (Visa / Mastercard).

Build and maintain a library of compelling, reusable evidence packs to increase Zego's win rate on disputes.

Analyse chargeback trends by reason code, merchant category, and customer segment to identify systemic issues and recommend process improvements.

Liaise with payment processors, acquiring banks, and internal Finance and Operations teams to resolve disputes efficiently.

Develop and maintain chargeback reporting dashboards, providing regular updates to senior stakeholders.

Dormant Account

Identify and maintain a register of customer accounts with positive balances that have been dormant beyond defined thresholds.

Assess dormant accounts against AML risk indicators, escalating cases of concern to the Compliance / MLRO function in line with internal policy and regulatory guidance.

Coordinate the appropriate treatment of dormant balances, including customer outreach, refund processing, and — where required — reporting to the relevant authorities.

Cross-functional Identification

Cross-reference chargeback requestors against the dormant account register to identify potential patterns indicative of first-party fraud or money laundering activity.

Produce Suspicious Activity Reports (SARs) where warranted and liaise with the MLRO.

Work with the broader Fraud & Risk team to feed findings into fraud models and risk scoring frameworks.

What you will need to be successful

Essential

Solid working knowledge of chargeback processes across card schemes (Visa / Mastercard), including dispute reason codes and evidence requirements.

Strong analytical skills - comfortable working with large datasets in Excel, Google Sheets, or identifying patterns and trends.

Excellent written communication skills; able to construct clear, persuasive dispute evidence packs and regulatory documentation.

Highly organised, deadline-driven, and able to manage a high volume of cases simultaneously.

Desirable

Experience working with payment processors (e.g., Stripe) and their dispute management portals.

Exposure to insurance payments or subscription-based billing models.

Familiarity with fraud detection tooling or case management platforms.

What’s it like to work at Ze