Chargeback and Abuse Risk Analyst
Summary: The Chargeback and Abuse Risk Analyst is an independent decision-maker and subject matter expert on card disputes and payment abuse. The primary work of this role is judgment. Classifying abuse, building evidence strategy, and making enforcement recommendations that carry direct financial and legal consequences for Topstep. This role works closely with cross-functional partners on pattern identification, enforcement decisions, and process improvement.
Key Responsibilities
- Exercise independent judgment to classify chargebacks and abuse cases across all defined categories where outcomes are not predetermined and classification carries enforcement consequences.
- Develop and own evidence strategy for chargeback representment. Determining which facts are procedurally relevant under card network rules and building advanced evidence packages.
- Make enforcement recommendations on high-risk and abuse-flagged accounts, including traders flagged for chargeback or refund abuse activity; prepare case summaries that are defensible.
- Conduct root cause analysis on complex chargeback to identify the true nature of a case beyond the stated reason code.
- Identify and surface abuse patterns across accounts, timeframes, and chargeback types; contribute findings to the abuse classification framework and policy development.
- Manage escalations and serve as a subject matter consultant to internal teams on complex or cross-functional chargeback matters.
- Support the pre-dispute alert review process. Evaluate alerts, apply classification logic, and escalate cases warranting enforcement.
- Drive process improvements through data-driven recommendations; partner with program leadership, Product, and Engineering to implement changes.
- Work the active chargeback queue across multiple processors. Applying the judgment and evidence standards above to each case.
Required Qualifications and Key Competencies
- 2 + years working chargebacks, payment disputes, or payments abuse in a role requiring independent case judgment or transferable work experience.
- Strong command of card network chargeback rules across Visa, Mastercard, American Express, and Discover.
- Demonstrated ability to classify ambiguous abuse scenarios and make defensible enforcement recommendations without a predetermined framework to follow.
- Pattern-recognition capability. Connects signals across accounts, timeframes, and chargeback types to identify coordinated or systemic abuse.
- Metrics-driven work style; demonstrated ability to drive unstructured problems to resolution independently and cross-functionally.
- Excellent analytical skills with superb attention to detail. Case documentation is clean, complete, and holds up under review.
- Strong written and verbal communication; able to present findings and recommendations clearly to leadership and cross-functional partners.
- Experience with pre-dispute alert platforms (Ethoca, Verifi, RDR) is a meaningful differentiator.
Preferred Qualifications and Key Competencies
- SQL or Looker proficiency.
- Fintech, E-commerce, or Payments experience.
Company Culture and Perks
- Topstep is an engaging working environment that ranges from fully remote to hybrid. We foster a culture of collaboration by keeping cameras on during meetings and maintaining a robust Slack environment for communication.
- Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded.
- Competitive 401(k) matching, health, dental, and vision insurance are offered for full-time employees.
- Vacations are encouraged with a bonus for taking 5 consecutive days. Topstep offers a food and groceries budget and contributes towards health and wellness.
New Hire Base Salary Range
- $80,000 - $90,000.
- The compensation offered will take into account the internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors.
- This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
Equal Opportunity Employer Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws. Interested in the role? Apply today with your resume!