Navan is building a best-in-class Dispute Review Operations team to support our rapidly growing travel and expense management businesses. We are seeking a meticulous and analytical Dispute Review Analyst to join our 24×7 operations function. This role is crucial for safeguarding Navan’s financial health and ensuring fair outcomes for our customers by managing the end-to-end payment dispute process.
This role is a purely operations-focused position where accuracy, thorough investigation, and adherence to card network regulations and SLAs are critical to success. The Dispute Review Analyst will report to the Lead, Fraud Operations within the Risk Management organization.
What You’ll Do:
- Manage the Dispute Lifecycle: Investigate and manage incoming payment disputes (chargebacks) and retrieval requests from card networks.
- Conduct Thorough Investigations: Perform evidence-based investigations for each dispute case by gathering documentation from internal systems, analyzing transaction data, and reviewing customer communications.
- Build Compelling Representments: Draft and submit clear, compelling, and well-written dispute representments (rebuttals) with all required supporting evidence to defend legitimate transactions against chargebacks.
- Make Data-Driven Decisions: Analyze case evidence to make accurate decisions on whether to accept liability or represent a dispute, with a focus on minimizing financial losses and adhering to policy.
- Maintain Meticulous Records: Clearly and accurately document all investigation steps, evidence gathered, actions taken, and the final outcome in our case management system.
- Adhere to Strict Timelines: Meet or exceed defined Service Level Agreements (SLAs) and card network deadlines for all stages of the dispute lifecycle, from initial review to final resolution.
- Communicate Effectively: Engage in professional and empathetic communication with customers when necessary to gather information pertinent to a dispute case.
- Escalate with Precision: Escalate complex cases, unusual trends, or high-risk disputes to the team Lead or Manager in accordance with established procedures.
- Uphold Compliance: Adhere strictly to data privacy, security, and PCI compliance requirements while handling sensitive customer and payment information.
- Be a Team Player: Work efficiently in a 24×7 shift-based environment, including participation in one of three rotating shifts when required.
What We’re Looking For:
- At least 3 years of direct experience in payment disputes, chargeback analysis, or a related role within the payments, fintech, or e-commerce industry.
- Strong understanding of the chargeback lifecycle and familiarity with reason codes for major card networks.
- Exceptional written and verbal communication skills, with a specific talent for writing persuasive and logical arguments for dispute representments.
- Analytical mindset with a proven ability to investigate complex cases, connect data points, and make sound judgments.
- High attention to detail and a commitment to accuracy, especially when compiling evidence and documenting cases.
- Ability to work effectively in a high-volume, fast-paced operational environment while meeting strict deadlines.
- Willingness and flexibility to work across three rotating shifts as part of a 24×7 operations team.
- Experience with dispute management platforms or payment processor portals (e.g., Stripe, Adyen) is a strong plus.
- A strong sense of ownership, integrity, and a professional demeanor.