Chargeback Analyst at Fiserv in Madrid, Madrid, Spain

Chargeback Analyst Location: Madrid, Spain Calling all innovators – find your future at Fiserv. We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Chargeback Analyst What does a successful Chargeback Specialist do? A successful Chargeback Specialist at Fiserv delivers exceptional chargeback case management for our issuing clients in Spain and broader European markets. You investigate and decide on chargeback outcomes in line with Visa and Mastercard scheme regulations, supporting cardholders through the dispute lifecycle. You balance risk, compliance, and client experience while meeting strict scheme timelines and internal SLAs. In this role, you collaborate closely with internal teams and clients to reduce losses and improve dispute outcomes. At Fiserv, you will be a partner in possibility, helping clients deliver secure, seamless payment experiences. What you will do: Manage chargeback cases, investigate, document, and resolve chargeback claims across multiple payment platforms Prepare and submit compelling evidence to contest chargebacks and help recover disputed funds for issuing clients Review transaction data, customer communications, and system logs to determine dispute validity against scheme rules Ensure chargeback processes comply with Visa, Mastercard, and internal policies, including scheme KPI and timeline adherence Maintain accurate records of chargeback activity and produce regular performance and KPI reports for stakeholders Collaborate with customer service, fraud prevention, and finance teams to gather documentation and enhance dispute strategies Communicate clearly with clients to resolve enquiries, managing up- and downstream communication across stakeholders Analyse chargeback trends to identify root causes and recommend preventive measures and process improvements What you will need to have: Fluency in Spanish, English, and Portuguese for written and verbal communication with clients and schemes Demonstrated experience handling and resolving chargeback cases within card issuing or payments operations Knowledge of Visa and Mastercard chargeback scheme rules, including representment and compliance processes Experience supporting scheme compliance projects or change initiatives related to chargebacks or disputes Ability to manage workload to strict scheme KPIs and timeframes, maintaining high accuracy and attention to detail What would be great to have: Background in chargebacks, disputes, or fraud operations within financial services, banking, or fintech Familiarity with dispute management tools, case management platforms, and card processing systems Understanding of regulatory requirements impacting card disputes and consumer protection in European markets Strong problem-solving skills to balance cardholder experience, operational risk, and financial impact for clients Experience working in a fast-paced, SLA-driven environment with continuous scheme and process changes Thank you for considering employment with Fiserv.  Please: Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. Note to agencies: Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions. Warning about fake job posts: Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.