Your responsibilities

• Does working at one of Europe’s largest fin-tech companies sound interesting to you?
• Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe?
• If so, you are in the right place!
• Welcome to a leading provider of innovative payment solutions and financial services. With a commitment to excellence and a passion for innovation, we empower businesses and consumers alike to thrive in an increasingly digital world.
• Your tasks:
• • Oversee the effective management of card dispute case handling and routine production tasks, ensuring adherence to Key performance indicators (KPIs) and agreed Service Level Agreements (SLA’s) and Operational Level Agreement (OLA’s), utilizing dedicated IT tools and systems integral to work processes.
• • Deep knowledge to handle more complex and high-value disputes, requiring in-depth analysis.
• • Support customers in minimizing losses in connection to third party fraud with payment cards.
• • Handle errors, perform corrections, and investigate root cases.
• • Translate local language communications to English.
• • Produce documentation of operational process descriptions and other related documents.
• • Handle customer communications via email and/or telephone according to KPIs and agreed SLAs.
• • Support customer(s) in minimizing losses related to third-party fraud with payment cards.
• • Report incidents in your area and maintain compliance in all actions.
• • Accurately document work in IT systems and serve as the primary contact for the four-eye principle.
• • Maintain deep knowledge of the service environment, including card scheme rules (both Visa and Mastercard) and customer (issuer) agreements.
• • Ensure compliance with all relevant regulations and organizational policies.
• • Collaborate with internal parties, including other Customer Service teams, Fraud, and Legal departments or external parties such as vendor partners.
• • Cooperate with colleagues and assist with ad hoc tasks, including training when applicable and provide mentorship.
• • Participate in agreed (cross-departmental) projects and development tasks as determined by the manager, providing input on process tasks and other initiatives within the area.
• • Exemplify and uphold the company’s values and behaviors.
• • Offer valuable feedback to all colleagues and stakeholders to enhance collaboration and performance.
• • Perform any other functions requested by management.

Our requirements

• Fluent in German (C1) and English (B2) (speaking and writing).
• Proficient in MS Office 365.
• Proficiency in IT Card Scheme system landscape will be an advantage.
• Analytical mindset and strong problem-solving skills and great curiosity to “why and how”.
• Good communication, cooperation, and networking skills.
• Courses on fraud prevention, chargeback handling, and dispute resolution.
• Relevant educational background: Financial, Commercial, legal (a minimum of a bachelor’s degree or equivalent is preferred).
• Experience handling customer applications and administrative tasks in a professional, positive, effective way.
• Experience in communicating and explaining the ‘why’ behind and having the ability to think analytically and detect risks.
• Experience and knowledge within the financial sector or card payments industry.
• Basic understanding of card scheme processes such as authorization, clearing and settlement.
• Knowledge with Visa/Mastercard dispute resolution rules and chargeback cycles is essential.
• Several years of hands-on experience managing cardholder disputes, chargebacks, and fraud claims.
• Ability to handle sensitive customer issues with professionalism and empathy.
• Critical thinking to thrive operational excellence.

What we offer

• Employment contract.

• Hybrid working from Krakow 3 days per week (we guarantee the equipment to work from home) within 8 am till 4 pm.

• If you live far from Krakow - we will provide you with accommodation for the training period. And after the training, you will continue working remotely.

• Private health insurance.

• Sports card subsidy.

• Life insurance.

• Social events, charity actions, and opportunities to integrate with colleagues.