Chargeback Specialist
PostFinance Ltd is a FINMA-regulated Swiss financial institution and systemically important bank serving private and business customers with payments, savings, investments, pensions and digital banking solutions.
About PostFinance Ltd
PostFinance Ltd is a private-law Swiss company and wholly owned subsidiary of Swiss Post Ltd. It operates banking and financial-services products, including digital payments, savings, investing, retirement services, e-trading, and currently available cryptocurrency trading, custody and Ethereum staking.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage the full chargeback process in line with Mastercard requirements and deadlines. You will assess disputed transactions, decide on recovery actions, handle enquiries and complaints, prepare case documentation, and keep customers informed in German, Italian, and English. You will escalate suspicious transactions and help improve processes.
Requirements
- Completed commercial vocational training or comparable professional qualification
- Experience in chargebacks, card issuing, and payment transactions
- Native-level Italian, strong written English, and good German
- Clear, empathetic, and professional communication skills
- Ability to analyse complex cases and develop solutions
- Proficiency with Microsoft Office and digital tools
- Customer-service orientation
Responsibilities
- Manage the full chargeback process in accordance with Mastercard requirements and deadlines
- Analyse disputed cases and decide on recovery actions
- Handle written and telephone enquiries and complaints from cardholders, partners, and internal and external contacts
- Prepare relevant case documentation, forward it to partner organisations, and record recovery-process steps
- Keep customers informed about the status of their complaints in German, Italian, and English
- Handle special cases such as authority enquiries and complex complaints
- Notify the Fraud Prevention team about suspicious transactions and support necessary measures
- Contribute ideas to improve processes and workflows
Benefits
- Six weeks of vacation and the option of unpaid leave
- Part-time, job-sharing, and top-sharing arrangements
- Home office in many areas
- 18 weeks of fully paid maternity leave and four weeks of paternity leave
- Preventive health offerings, ergonomic workspaces, and support during extended absences
- Free Half Fare Travelcard or discounted GA Travelcard
- Discounted bicycle, car-sharing, and electric-car offers
- Employee vouchers worth up to CHF 500 per year
- Preferential mortgage interest and free accounts, credit cards, and custody accounts
Hiring Process
Online application with CV and relevant documents → confirmation of receipt → application review within two to three weeks → first interview → second interview if both parties have a positive impression → telephone offer, email confirmation, and online contract package.