I spent 4.5 years handling the full chargeback lifecycle at Bank of America.
First Chargeback, Representment, Pre-arbitration, and Case Filing - working within card network regulations.
My day-to-day included monitoring real-time debit card transactions for unauthorized and reauthorized fraud, processing retrieval requests, evaluating merchant responses, and analyzing cardholder and non-cardholder disputes for monetary resolution.
I also ran fraud trend analysis for internal teams and maintained transaction/dispute records for audit and reconciliation purposes. After that, I managed quality oversight for a team of eight at ETS Labs, building Excel dashboards to monitor quality metrics and error trends for US-based clients, and I'm certified in Service Hub Software, covering workflow automation, ticket management, and SLA monitoring.
What I offer as a freelancer:
- Chargeback Trend Audit: I review a batch of your dispute data to identify which reason codes, products, or time periods are driving the most chargebacks, delivered as a written report with a summary dashboard.
- Representment Strategy Review: I review your current representment process and evidence-submission approach against card network rules and flag where cases are likely getting weakened before submission. This is advisory I review and recommend, I don't file on your behalf.
- SLA / Dispute Status Dashboard: An Excel or Sheets-based dashboard to monitor case status and response deadlines (a ~30-day representment window and a ~45-day response window are typical across major card networks), built around your existing workflow.
A note on scope: I'm not offering live payment-gateway or case-management-system entry as a starting point that's something I expect to earn once we've worked together, not a day-one offering. I'm comfortable being tested on a real scenario (a sample dataset, a written case walkthrough, a SQL query) before you commit to ongoing work.
Tools: Excel, SQL, case management systems, card network dispute frameworks.
Available part-time, project-based.