As a Chargebacks Specialist, you will be instrumental in safeguarding our users by ensuring that Mastercard disputes are managed accurately, fairly, and in compliance with Mastercard and PSD2 regulations. You will take full ownership of the chargeback process, utilizing your expertise alongside AI, automation, and data-driven insights to continuously improve our operations and enhance user confidence.

Take Ownership

• Maintain a comprehensive operational playbook and decision framework that outlines the entire chargeback process from submission to closure.
• Establish and monitor clear operational performance metrics to facilitate regular reviews and ongoing improvements.
• Utilize AI and automation to optimize submission flows, support decision-making during investigations, and proactively keep users informed about their case status.
• Conduct periodic gap analyses to identify inefficiencies and quality issues, translating insights into actionable corrective plans.
• Enhance the user-facing chargeback flow and communication templates to reduce friction and ensure clear, empathetic, and consistent support.
• Ensure complete compliance with global payment regulations and card scheme rules, continually updating guidelines to mitigate regulatory risks.

You possess an AI-first mindset, thriving on transforming manual processes into scalable AI solutions while constantly seeking automation opportunities. Your deep understanding of chargebacks, payment regulations, and internal workflows makes you a relentless problem solver, focused on identifying the root cause of operational issues through data analysis. You have a Get Shit Done mentality, enjoying hands-on execution and ownership, and you are skilled at managing urgent issues and tackling complex cases to gain insights.

With proven data analysis skills, you can interpret operational insights and user feedback to implement actionable improvements. Your effective communication skills in English enable you to manage stakeholders seamlessly and facilitate process adoption.

Your Space to Perform

We provide you with the tools and environment necessary for success:

• Work with great international colleagues who share your mindset.
• Enjoy a hybrid setup: after three months in the office, work two days remotely and three days in the office each week.
• Benefit from the bunq Academy and an annual learning budget of €1500 to support your growth.
• Access a significant discount with Urban Sports Club for your wellbeing in the Netherlands, or a Multisport gym card in Turkey.
• Utilize a €70 monthly budget via Re: benefit for over 150 perks tailored to your lifestyle.
• Travel expenses are covered, whether you walk, bike, take the bus, or drive (we prefer green choices).
• Participate in our Digital Nomad Program after your first year, allowing you up to 20 days per year to work while traveling.
• Enjoy a dedicated travel budget after two years (€1.5k) and four years (€3k) to visit another core office.
• Work on a MacBook to help you Get Shit Done.
• Savor delicious lunches prepared by our in-house chefs, with vegan and vegetarian options available.
• Opt into a pension plan with a monthly contribution from bunq (in the Netherlands).
• Receive private health insurance (in Turkey or Bulgaria) and a monthly contribution to your phone and internet bills (in Turkey and the Netherlands).
• Celebrate with Friday drinks and other bunq-style festivities.

All new hires will undergo Pre-employment Screening (PES), including checks by our third-party partner, DISA, as part of our commitment to a secure and trustworthy workplace.

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