Chargebacks Expert at Bunq

As a Chargebacks Expert, you will play a key role in protecting our users by ensuring Mastercard disputes are handled accurately, fairly, and in line with Mastercard and PSD2 requirements. Taking end-to-end ownership of the chargeback process, you will leverage your expertise, together with AI, automation, and data-driven insights, to continuously strengthen our operations, scale our impact, and deliver a transparent, high-quality experience that gives users confidence every step of the way.

Take Ownership

• Maintain a single, central operational playbook and decision framework that defines the full end-to-end chargeback process from submission to closure.

• Define and track clear operational performance metrics to drive regular performance reviews and continuous improvement.

• Leverage AI and automation to streamline submission flows, support decision-making during investigations, and keep users proactively updated on their case status.

• Conduct regular gap analyses to identify structural inefficiencies and quality gaps, translating insights into actionable corrective action plans.

• Optimize the user-facing chargeback flow and communication templates to minimize friction and ensure clear, empathetic, and consistent support.

• Ensure full compliance with global payment regulations and card scheme rules, continuously updating guidelines to mitigate regulatory risks.