Risk Operations Analyst

Payrate: $40.00 - $45.00/hr
 
Summary:
We are seeking a detail-oriented, deadline-driven Risk Operations Analyst to join our DTC Risk team. You will own the daily chargeback dispute queue for building evidence packages, submitting responses before every deadline, and recovering revenue lost to invalid disputes. You will also flag fraud and abuse patterns to improve our prevention controls.
 
Responsibilities:

• Manage the daily dispute queue, prioritizing by response deadline and dollar value, with zero missed network or processor deadlines.
• Build and submit compelling evidence packages (representment) through processor portals, matched to each dispute’s reason code.
• Gather evidence from internal systems, including order and payment records, shipping and proof of delivery, refund and return history, customer support interactions, policy acceptance, and device activation or account pairing data.
• Make accept or fight decisions using defined thresholds and playbooks.
• Handle the full dispute lifecycle, including retrieval requests, pre-arbitration, arbitration, and pre-dispute alerts.
• Document every case with clear notes and maintain an audit trail.
• Maintain and improve evidence templates and playbooks by reason code.
• Distinguish friendly fraud from true fraud and share patterns with the Fraud team to inform rule tuning.
• Analyze dispute data to identify trends, root causes, and process gaps, and recommend fixes.
• Partner with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.
• Handle cardholder and customer data in line with PCI DSS, privacy requirements, and company policy.

 
Skills:

• 2+ years of hands-on chargeback or dispute management experience in e-commerce or payments.
• Working knowledge of card dispute rules, reason codes, and response timelines
• Experience with processor dispute portals
• Comfort with high-volume, deadline-driven work and strong attention to detail.
• Proficiency in SQL and Excel or Google Sheets for pulling and analyzing data.
• Clear written communication, especially in writing concise, persuasive dispute responses.
• Ability to work independently, manage time, and escalate appropriately.

 
Qualifications:

• Experience with consumer electronics or connected device disputes.
• Familiarity with pre-dispute tools (Ethoca, Verifi, RDR, Order Insight).
• Familiarity with card network monitoring programs
• Experience using AI tools or automation to speed up evidence gathering and case handling.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $40.00 - $45.00/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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