Specialist - Banking Operations Job in Zeta

Job Title: Specialist Banking Operations (Disputes & Chargebacks)

Location: Chennai

Employment Type: Full-time

About Zeta:

Zeta is a next-gen banking technology company redefining how banks and fintechs build and launch modern financial products. Founded in 2015 by Bhavin Turakhia and Ramki Gaddipati, Zeta offers the industry s first fully cloud-native, API-driven banking stack Zeta Tachyon supporting issuance, processing, core banking, lending, fraud & risk, and more, all from a single vendor platform.

With over 15 million cards issued globally, Zeta is transforming customer experiences for leading banks and fintechs across global markets.

Zeta Tachyon enables:

• Digital-first cardholder experiences
• Native embeddable banking support
• Hyper-personalized card programs
• Rapid product configuration and launch
• Real-time innovation via APIs and event streams
• Next-gen back-office and compliance capabilities

Zeta has a global team of 1700+ employees, 70% of whom are in R&D. In 2021, Zeta raised $280 million at a $1.5 billion valuation, backed by SoftBank, Mastercard, and other top investors.

About the Role:

We re hiring a Cards Dispute & Chargeback Specialist to join our Banking Operations team. In this role, you will manage end-to-end dispute and chargeback operations for debit, credit, and prepaid card transactions. The ideal candidate will have hands-on experience with card network regulations (Visa, Mastercard, RuPay, UPI), strong analytical skills, and the ability to work effectively with cross-functional teams and external partners.

Key Responsibilities:

• Manage the entire dispute lifecycle for debit, credit, and prepaid card transactions.
• Investigate dispute scenarios such as:
  • Fraudulent transactions
  • Merchandise not received
  • Service not rendered
  • Duplicate billing
  • Other eligible chargeback cases
• Assess dispute validity per card network regulations (Visa, Mastercard, RuPay, UPI).
• Execute chargeback processes: representments, pre-arbitrations, compliance cases, etc.
• Prepare and submit supporting documentation in line with scheme-defined timelines.
• Collaborate with issuers, acquirers, merchants, customers, and internal teams for case resolution.
• Stay up-to-date on regulatory guidelines (RBI, PCI DSS) and scheme rules.
• Track and report key operational metrics:
  • Dispute volumes
  • Aging reports
  • Recovery rates
  • Win/loss ratios
  • SLA adherence
• Communicate professionally with customers regarding dispute status and outcomes.
• Support internal/external audits, regulatory reporting, and compliance assessments.
• Identify areas for process automation and continuous improvement to boost operational efficiency.

Required Skills & Competencies:

• Familiarity with fraud detection tools, dispute management systems, and transaction monitoring platforms.
• Strong understanding of RBI regulations, PCI DSS, and other financial compliance frameworks.
• Exposure to process improvement methodologies (e.g., Lean Six Sigma, RPA).
• Excellent analytical, investigative, and problem-solving skills.
• Effective communication and stakeholder management skills.
• High attention to detail with the ability to manage sensitive cases discreetly.
• Ability to work independently while maintaining team alignment and compliance standards.

Qualifications & Experience:

• Bachelor s degree in Finance, Business Administration, or a related field.
• 3 5 years of experience in banking operations, fintech, or card processing environments.
• Minimum 2 years of experience specifically handling disputes and chargebacks.

Equal Opportunity:

Zeta is proud to be an equal opportunity employer. We are committed to fostering an inclusive workplace that celebrates diverse backgrounds, cultures, and perspectives. We welcome applications from all individuals and believe that diversity drives innovation and success.