Senior Investigations Analyst (Acquiring Chargebacks)

About the Role:

• As a Senior Acquiring Disputes Analyst, you will be part of Tide’s Ongoing Monitoring team, specialising in the management, investigation, and resolution of acquiring chargebacks and card scheme disputes. We are seeking a highly analytical, detail-oriented, and proactive individual who thrives in a fast-paced environment. In this role, you will be our frontline defense against first-party fraud ("friendly fraud") and sophisticated chargeback fraud rings.
  You will be responsible for managing the end-to-end chargeback lifecycle across Tide’s acquiring products, including the review of dispute cases, evidence gathering, representments, pre-arbitration responses, and collaboration with payment partners and card schemes.
• You will analyse transaction activity, identify dispute trends, and support the development of control, “You will be responsible for deeply investigating disputed transactions, identifying fraudulent chargebacks.
• As a senior member of the team, you will provide guidance on complex dispute scenarios, contribute to risk control and process improvements, support operational excellence initiatives, and help ensure compliance with card scheme rules, regulatory requirements, and internal policies.
• Strong communication and stakeholder management skills are essential, as you will work closely with internal teams including Acquiring, Product, Finance, Operations, Risk, and external partners such as payment processors and scheme representatives. You will be expected to take ownership of your workload, drive continuous improvement, and operate effectively in a dynamic and evolving environment.

What you will do:

• Managing the end-to-end lifecycle of acquiring chargebacks, representments, pre-arbitrations, and arbitration cases.
• Analyze high-value and complex chargeback cases to determine legitimacy. Identify indicators of friendly fraud, account takeover, or systemic fraud rings
• Reviewing and submitting compelling evidence packages to successfully overturn invalid claims and minimise financial losses.
• Investigating disputed card transactions and analysing merchant activity to determine appropriate dispute strategies and outcomes.
• Acting as a subject matter expert within the team on card scheme rules and dispute processes across Mastercard, Visa, and other relevant payment networks.
• Liaising with payment processors, acquiring partners, card schemes, and internal stakeholders to resolve complex dispute cases.
• Monitoring dispute trends, root causes, and emerging risks, providing recommendations to reduce chargeback volumes and improve operational controls.
• Ensuring all dispute activities are completed in accordance with card scheme requirements, regulatory obligations, and internal policies.
• Supporting reconciliation activities relating to chargebacks, representments, recoveries, fees, and dispute-related financial movements.
• Identifying opportunities for process improvements, automation, and enhanced controls within the acquiring disputes function.
• Producing high-quality case reviews, management information, and reporting to support operational and strategic decision-making.
• Providing guidance and support to colleagues on complex dispute scenarios and contributing to the development of team knowledge and capability.
• Working closely with Product, Operations, Risk, Finance, and Acquiring teams to improve dispute outcomes and enhance the overall merchant experience.

What We Are Looking For:

• A minimum of 3+ years' experience in chargebacks, acquiring disputes, card payments, or a related payments operations role.
• Strong understanding of the end-to-end chargeback lifecycle, including representations, pre-arbitrations, arbitration, and card scheme dispute rules.
• Experience working with Mastercard, Visa, or other card scheme regulations and dispute processes.
• Proven ability to investigate complex dispute cases, analyse transaction data, and make evidence-based decisions.
• Excellent attention to detail and the ability to manage multiple priorities while meeting strict scheme and operational deadlines.
• Strong communication and stakeholder management skills, with the ability to work effectively across Operations, Finance, Product, Risk, and external payment partners.
• Ability to remain calm under pressure and exercise sound judgement in a fast-paced environment.
• A proactive mindset with a focus on continuous improvement, root cause analysis, and reducing chargeback losses.
• Strong analytical and problem-solving skills, with the ability to identify trends and recommend operational or control enhancements.
• Experience supporting reconciliation activities, financial investigations, or dispute-related reporting is advantageous.
• Previous experience mentoring colleagues, providing subject matter expertise, or supporting team development is desirable.
• Knowledge of acquiring, merchant services, payment processing, or card scheme compliance would be highly beneficial.
• Willingness to work on rotational shifts and week off also need to make outbound calls and speak with members over the phone.

What you’ll get in return: 

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our new Hybrid working model & Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

• Competitive salary 
• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
• Employee Assistance Programme
• 12 casual & 15 Privilege leaves
• We invest in your development with professional L&D budget per year
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
• Spacious office in Hitechcity with all day snacks
• 24 hours paid volunteering time off per year
• Hybrid working 
• Sabbatical leave 

Tidean Ways of Working : 

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.