Portfolio Jobs

The Role

We're seeking a Fraud Specialist who combines deep payments expertise with strong operational excellence to help us scale our dispute management capabilities. This role is perfect for someone who thrives on building and optimizing processes while maintaining hands-on expertise in Fraud and Chargebacks management.

As we continue our rapid growth, you'll play a crucial role in protecting our payment ecosystem while creating scalable solutions that grow with us. You'll own the fraud function end-to-end, but equally important, you'll identify opportunities to automate, improve processes, and drive strategic initiatives that strengthen our overall risk management framework.

As a Fraud Specialist at Ziina you will:

• Lead Dispute Resolution: Manage the operational team completing chargebacks from initial alert to final resolution, ensuring compliance with card network regulations
• Investigate & Defend: Build compelling dispute templates by analyzing transaction data, collecting evidence, and leveraging your deep understanding of reason codes
• Vendor & Network Management: Maintain relationships with chargeback vendors, card networks, and acquiring partners to optimize dispute outcomes
• Build Scalable Processes: Design and implement automated workflows that reduce manual intervention while improving dispute win rates
• Create Operational Playbooks: Develop comprehensive documentation and SOPs that enable team scalability and knowledge transfer
• Drive Continuous Improvement: Identify inefficiencies in current processes and implement solutions that enhance both operational efficiency and customer experience
• Data-Driven Insights: Analyze Fraud trends to identify root causes and propose preventive strategies across product, risk, and operations
• Cross-Functional Leadership: Partner with Product, Engineering, and Customer Experience teams to implement systematic improvements that reduce dispute rates
• Performance Reporting: Create dashboards and regular reports that provide leadership with actionable insights on chargeback metrics and risk exposure

To succeed in this role, you likely:

• Have 2+ years of experience in payment operations, chargeback management, or risk management within fintech/payments.
• Understand payment processing systems and card network regulations.
• Have a track record of improving processes and driving operational excellence.
• Use data and analysis to inform decisions and identify improvements.
• Communicate clearly in writing, whether crafting dispute responses or updating stakeholders.
• Are proficient in SQL and familiar with data visualization tools (Metabase/Looker preferred).
• Have experience with automation tools and workflow management systems.
• Are energized by building something from scratch and seeing it scale

What would amaze us:

• You see chargebacks not as isolated incidents but as opportunities to improve the entire payment ecosystem
• You balance deep technical expertise with strategic thinking about process optimization
• You take extreme ownership and drive initiatives without waiting for direction
• You can switch between detailed dispute analysis and high-level strategic planning