Chargeback Specialist

About the team

SumUp's Disputes team sits at the heart of our financial integrity operations, protecting both our customers and the business from fraud and financial loss. As card transaction volumes grow rapidly across our 37 markets, so does the complexity and volume of disputes we handle — making this team's work more critical than ever. We're building out the team to meet strict PSD2 compliance requirements and ensure every customer who reports a dispute gets a fast, fair, and thorough resolution. This role is a direct response to that growth: you'll join a team of specialists who are the last line of defence for cardholders facing fraud, unauthorised transactions, and unresolved payment issues, as well as for merchants disputing chargebacks raised against their businesses.

What you'll do

Analyze and process dispute and chargeback claims from both cardholders (Issuing) and merchants (Acquiring), managing cases end-to-end in line with card scheme regulations via Salesforce.

Handle fraud-related notifications and manage post-chargeback activities — including representments and pre-arbitration — with the relevant card schemes on both sides of a transaction.

Protect customers and the business by applying the appropriate dispute processes for each case type, recovering funds and reducing financial exposure across Issuing and Acquiring portfolios.

Keep up to date with AML, fraud prevention, and chargeback industry standards across both Issuing and Acquiring to ensure ongoing compliance.

Communicate clearly with cardholders and merchants throughout the dispute resolution process, ensuring a consistent and positive experience regardless of the case type.

Support internal and external partners by responding to information requests related to ongoing Issuing and Acquiring cases.

You'll be great for this role if…

You have experience working with payment systems, card transaction processes, or financial operations, with a solid understanding of how payments flow