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.

Responsibilities

• 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.

Requirements

• 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 representat

Additional Information

A BOUT TIDE At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting. Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly Over $300 million raised in funding Over 2,800 Tideans globally Recognised with Great Place to Work certification three years in a row, and among India's Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026 We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg

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