Bank Chargeback Specialist

About Addi

We are a leading financial platform building the future of payments shopping and bankinga world where consumers and merchants can transact effortlessly and grow together. Today we serve over 2 million customers and partner with more than 20000 merchants making Addi Colombias fastest-growing marketplace.

With a state-of-the-art technology-first approach we provide banking solutions (deposits payments unsecured credit) and commerce services (e-commerce marketing) bridging the financial gap for millions and redefining how people experience financial freedom. As the countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our the past year we have also achieved profitability reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors including Andreessen Horowitz Architect Capital GIC Goldman Sachs Greycroft Monashees Notable Capital Quona Capital Union Square Ventures Victory Park Capital and more who back our vision for the future. With their support we are not just growingwe are transforming Latin Americas financial ecosystem and shaping the next generation to shop pay and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company driven by deep experience in scaling technology services and products and we live by our values every day.

About the Role

This is where you come in. Below youll find what this role is all aboutthe impact youll drive the challenges youll tackle and what it takes to thrive at Addi. If youre ready to be part of something big keep reading.

Whats the mission youll drive

Protect Addis customers and P&L by owning endtoend chargeback and dispute operations across MasterCard (via Pomelo) and ACH partnering closely with the Fraud team. Ensure timely filings evidence packages and outcomes in line with network rules while building datadriven controls and reporting that prevent losses improve win rates and meet regulatory standards.

What you will do

• Chargeback win rate uplift: Increase representment win rate by 10pp vs baseline within 12 months for top dispute codes through improved evidence and playbooks.

• SLA adherence and timeliness: Achieve 100% ontime submissions for prearbitration/chargeback/representment deadlines in MasterCard and ACH across the first 120 days.

• Loss reduction: Reduce net chargeback losses per 1000 transactions by 20% in 12 months through prevention rules in coordination with Fraud and improved recoveries.

• Evidence and rulebook: Publish and maintain a comprehensive evidence matrix and standard packages per network reason code within 120 days; keep it current with network and Pomelo updates.

• Analytics and reporting: Stand up weekly dashboards for case volumes win rates by reason code cycle times and financial impact; automate data flows and case tagging in 120 days.

What were looking for

• Chargebacks and disputes domain expertise (musthave)

  • Handson experience managing card network chargebacks (MasterCard preferred) including retrievals chargebacks representments prearbitrations and arbitrations.

  • Familiarity with Pomelo dispute flows artifacts and integrations or experience with similar processors.

• ACH disputes and returns (nicetohave strong plus)

  • Knowledge of ACH returns/disputes return codes timeframes and evidence requirements.

• Fraud partnership and prevention mindset (musthave)

  • Proven track record partnering with Fraud to tune rules reduce false positives and design evidenceready customer and merchant journeys.

• Data analysis and tooling (musthave)

  • Proficient in SQL and BI to analyze reason codes winloss drivers and ROI of prevention strategies; ability to automate case workflows and reporting.

• Process design documentation and controls (musthave)

  • Builds clear SOPs checklists and QA controls; maintains uptodate rulebooks aligned to MasterCard and ACH requirements.

• Communication and stakeholder management

  • Communicates clearly with Fraud CX Legal and external partners; crisp written English for evidence narratives.

Why join us

• Work on a problem that truly matters We are redefining how people shop pay and bank in Colombia breaking down financial barriers and empowering millions. Your work will directly impact customers lives by creating more accessible seamless and fair financial services.

• Be part of something big from the ground up This is your chance to help shape a company influencing everything from our technology and strategy to our culture and values. You wont just be an employeeyoull be an owner

• Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats scaling fast this is it.

• Join a world-class team Work alongside top-tier talent from around the world in an environment where excellence ownership and collaboration are at the core of everything we do. We care deeply about what we build and how we build itand we want you to be a part of it.

• Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll receive a generous salary equity in the company and benefits that go beyond the basics to support your growth.

How the hiring process looks like

We believe in a fast transparent and engaging hiring experience that allows both you and us to determine if theres a great fit. Heres what our process looks like:

• Step 1: People Interview (30 min)
  A conversation with a recruiter to get to know you your experience and what youre looking for. Well also share more about Addi our culture and the role.

• Step 2: Initial Interview (45 min)
  A more in-depth conversation with the hiring manager where we explore your skills experience and problem-solving approach. We want to understand how you think and work.

• Step 3: Deep Dive Interview (30 min)
  Youll meet future colleagues and cross-functional team members to get a feel for how we work together. Were looking for strong contributors and cultural fits so bring your questions too!

• Step 4: Case Study (3-5 Days)
  You may receive a real-world challenge or case study to complete. This is a chance to showcase your expertise and how you approach key problems relevant to the role.

• Step 5: Co-Founder Interview
  If theres a strong match youll have a final conversation with our Founder to align on expectations cultural fit and ensure

We value efficiency and respect for your time so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you just as much as it is for us. Regardless of the outcome we are committed to always providing feedback ensuring that you walk away with valuable insights from your experience with us.

Required Experience:

IC