Junior Associate, Risk & Chargebacks

Razorpay is one of Indias leading full-stack financial technology companies powering the way businesses move manage and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - weve since grown into a fintech powerhouse driving Indias digital payment revolution.

Razorpay powers millions of businesses with a smarter scalable stack that goes beyond transactions to help them truly build and grow.

From building AI-native agentic payments to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation smart payouts and predictive financial insights we are embedding intelligence across our stack to make money movement faster safer and more close collaboration with ecosystem partners - including banks networks regulators - we are pioneering industry-first solutions that are shaping the next era of fintech

Across India Singapore and Malaysia our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem thats redefining how money moves across Asia.

Today that ecosystem supports everyone from early-stage startups to some of Indias largest enterprises enabling them to accept process and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180 billion in annualized transactions powering leading businesses like Airbnb Facebook WhatsApp Airtel CRED BookmyShow Zomato Swiggy Lenskart Mirae Asset Capital markets Indian Oil National Pension Scheme - and over 100 of Indias unicorns. With strong roots in India and growing operations in Southeast Asia we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC Peak XV Partners (formerly Sequoia Capital India & SEA) Tiger Global Ribbit Capital Matrix Partners MasterCard and Salesforce Ventures having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments) Curlec (Malaysia expansion) BillMe (digital invoicing) and POP (rewards-first UPI) - along with earlier moves in fraud prevention payroll and lending have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay ownership is our oxygen - you own what you build with no micromanagement or red tape just the runway to make your ideas fly. Learning is a lifestyle - if youre curious youll feel at home here. People > Pedigree - we hire for attitude hustle and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say thank you. Guided by our values of Customer First Autonomy & Ownership Agility with Integrity Transparency Challenging the status quo and a strong belief that Razorpay grows with Razors youll be part of a 3000 strong team building not just products but the financial infrastructure of the future.

Role Summary

We are looking for a detail-oriented Analyst / Jr. Analyst to join our SG & US Chargeback Operations this role you will own the end-to-end lifecycle of chargeback cases from initiation through resolution by working directly on the bank / gateway portal. You will collaborate cross-functionally with banks and internal teams to protect Razorpays acquiring interests while delivering fair and timely outcomes.

Key Responsibilities

Bank/Gateway Portal Operations

• Log in to and navigate the respective portal daily to monitor pick up and action chargeback cases across all dispute types.
• Submit chargeback representments pre-arbitration responses and arbitration filings within gateway-mandated timelines.
• Track case statuses end-to-end and ensure no case breaches the response deadline.
• Download and organise portal reports; maintain a daily tracker for open pending and closed cases.

Chargeback Types Handled

• Fraudulent / Unauthorised Transactions validate and compile fraud dispute evidence packets.
• Technical Disputes (duplicate charges incorrect amounts processing errors) gather transaction logs and switch-level confirmations.
• Merchant Disputes (non-delivery service/quality issues) coordinate with merchant for proof of fulfilment.
• Consumer Disputes verify refund status settlement records and communicate resolution to the issuer.
• Pre-arbitration & Arbitration prepare case files and coordinate with the acquiring bank and gateway.

Evidence & Documentation

• Collect review and compile evidence (transaction receipts screenshots settlement data merchant responses) to build strong representment cases.
• Ensure all supporting documents meet card network format and content guidelines before portal submission.
• Maintain a structured repository of case files for audit readiness.

Merchant & Stakeholder Coordination

• Reach out to merchants/cross functional teams proactively to obtain dispute documentation within internal SLAs.
• Liaise with the gateway/acquiring banks chargeback desk for portal escalations or technical issues.
• Update merchants and internal stakeholders on case progress and outcomes.

MIS & Reporting

• Prepare daily weekly and monthly MIS reports on chargeback volumes win rates recovery amounts and TAT adherence.
• Identify trends in dispute reasons and flag recurring issues to the team lead.
• Contribute data for monthly business reviews and card network compliance reporting.

Process Adherence & Improvement

• Follow all card network chargeback operating procedures and Razorpay internal SOPs.
• Flag process gaps or portal issues and propose solutions to improve efficiency or win rates or any spike in the chargeback

Required Qualifications & Skills

Education

• Bachelors degree in Commerce Finance Business Administration or a related field.

Experience

• Jr. Analyst: 01 year of experience in payments operations banking operations or chargeback handling.
• Analyst: 13 years of hands-on experience in UPI chargeback operations preferably on the fintech or international chargebacks.

Technical & Domain Skills

• Working knowledge of the international chargebacks or willingness to learn it immediately upon joining.
• Understanding of Singapore & US ecosystem Card network rules chargeback reason codes dispute TATs and representment guidelines.
• Proficiency in MS Excel / Google Sheets for MIS data reconciliation and tracker management.
• Ability to read and interpret transaction logs settlement files and switch reports.
• Familiarity with International bank processes and NPCI circulars related to dispute management.

Soft Skills

• High attention to detail accuracy in case data and documentation is non-negotiable.
• Strong written communication for drafting representment narratives and merchant correspondence.
• Time management ability to prioritise a high-volume queue and meet strict portal deadlines.
• Problem-solving mindset with a proactive approach to dispute resolution.
• Ability to collaborate effectively with merchants banks and cross-functional internal teams.

Good to Have

• Prior experience working on international cards chargeback process.
• Exposure to other payment dispute platforms (Visa VROL Mastercard MATCH RuPay dispute system).
• Knowledge of PCI-DSS Regulatory guidelines on payment aggregators or NPCI operating guidelines.
• Experience with ticketing or case management tools (Freshdesk Jira Service Desk).

What We Offer

• Opportunity to work on International market chargeback stack.
• Deep exposure to network regulations acquiring bank operations and fintech dispute management.
• Structured learning path with access to internal knowledge base and Card association support.
• Collaborative and ownership-driven team culture.