Chargeback & Monitoring Specialist
Guru Pay is an Electronic Money Institution (EMI) based in Lithuania, with a mission to deliver personalized, boutique financial services to B2B, B2C, and C2B customers. Our team is compact, highly ambitious, and driven by our shared values of ownership, transparency and mutual trust and respect.
The Chargeback & Monitoring Specialist handles the full cycle of chargebacks and disputes for card transactions (Visa/Mastercard), including analysis, evidence preparation, reason code application, and scheme communication, plus merchant transaction monitoring.
What will you do:
- Process inbound chargebacks/disputes: analyze reasons, documents, logs; decide on representment viability.
- Apply Visa/Mastercard rules: use correct reason codes, timelines, and dispute stages (1st chargeback, representment, pre-arbitration, arbitration).
- Build evidence packs: compile merchant docs (invoices, chats, delivery proofs, T&Cs, 3DS logs); craft scheme-compliant arguments.
- Liaise with Visa/Mastercard/partners: use scheme systems/interfaces; handle escalations and clarifications.
- Detect and report fraud, assess risk, and recommend improvements
- Advise merchants/teams: explain chargeback causes; recommend prevention; train on chargeback-friendly practices.
- Analytics/reporting: track KPIs (ratios, recovery rates, reason code trends); identify patterns in merchants/verticals.
- Monitor merchant transactions: review activity for fraud/chargeback risks; flag anomalies.
What we expect:
- Clear and structured communication in Lithuanian and English, both written and spoken.
- Availability to work at least 3 days from our Vilnius office.
- Analytical, structured, and capable to own and communicate decisions well under pressure.
- At least 2 years of experience as chargeback specialist, dispute specialist, card operations, or risk operations in bank, EMI, PSP, acquirer, or processor handling e-commerce.
- Direct hands-on experience with Visa/Mastercard: dispute processes per Visa Core Rules / Mastercard Chargeback Guide; interaction via official platforms.
- Deep knowledge of card transaction lifecycle (auth, clearing, settlement, chargeback) and e-commerce dispute scenarios/reason codes
- While not mandatory, direct transaction and merchant transaction experience is a plus.
- An advantage is having direct chargeback experience with a large international processor.
What will you get:
- A salary of 3500 EUR Gross (negotiable based on experience).
- 2nd pillar pension coverage.
- Encouragement and budget to support your professional development and certifications.
- Extra vacation day on your birthday.
- Flexible hybrid work from our office in Vilnius or the comfort of your home.
- A brand new office space in Vilnius with a comfortable work setting.
- Regular events, workations, health challenges, and other team initiatives.
- An ambitious team, focused on compliance and efficiency with an experienced leader who cares.