Chargebacks Expert

As a Chargebacks Expert, you will play a key role in protecting bunq's 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 bunq's operations, scale its impact, and deliver a transparent, high-quality experience that gives users confidence every step of the way.

Responsibilities

• 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.

Requirements

• You have an AI-first mindset: You love turning manual processes into scalable AI solutions, constantly seeking ways to automate operations and scale impact.
• You have deep process understanding: You possess strong expertise in chargebacks, payment regulations, and internal operational workflows.
• You are a relentless problem solver: You hunt for the root cause of operational issues using data instead of opinions, ensuring permanent and systemic fixes.
• You possess a Get Shit Done mentality: You thrive on hands-on execution and ownership, happy to manage urgent issues to resolution and personally tackle complex cases to learn from experience.
• You have proven data analysis skills: You can easily interpret operational insights and user feedback to implement actionable, measurable improvements.
• You are an effective communicator: You are fluent in English with perfect written and spoken clarity, enabling seamless stakeholder management and process adoption.

Your space to perform

• Great, international colleagues who share your mindset
• Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.
• Support for growth with bunq Academy and €1500 annual learning budget
• A massive discount with Urban Sports Club for your wellbeing (in the Netherlands)
• A Multisport gym card for your health and wellbeing (in Turkey)
• Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
• Travel expenses are covered whether you come walking or by bike, bus or car (though green choices are preferred) (In Turkey and Netherlands)
• Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration
• A dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.
• A MacBook so you can Get Shit Done with bunq
• Delicious lunches from fabulous in-house chefs with vegan and vegetarian options
• An optional pension plan with monthly contribution from bunq (in Netherlands)
• Private health insurance, just in case (in Turkey or Bulgaria)
• Monthly contribution to your phone and internet bills (in Turkey and Netherlands)
• Friday drinks and other celebrations - bunq style