Senior Investigations Analyst (Acquiring Chargebacks)

• A BOUT TIDE
• At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting.
• Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.
• Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.
• Tide facts:
• Tide is available for UK, Indian, German and French SMEs
• Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly
• Over $300 million raised in funding
• Over 2,800 Tideans globally
• Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg

About The Role

• As a Senior Acquiring Disputes Analyst, you will be part of Tide’s Ongoing Monitoring team, specialising in the management, investigation
• resolution of acquiring chargebacks and card scheme disputes. We are seeking a highly analytical, detail-oriented
• proactive individual who thrives in a fast-paced environment. In this role, you will be our frontline defense against first-party fraud ("friendly fraud") and sophisticated chargeback fraud rings.
• You will be responsible for managing the end-to-end chargeback lifecycle across Tide’s acquiring products, including the review of dispute cases, evidence gathering, representments, pre-arbitration responses
• collaboration with payment partners and card schemes.
• You will analyse transaction activity, identify dispute trends, and support the development of control, “You will be responsible for deeply investigating disputed transactions, identifying fraudulent chargebacks.
• As a senior member of the team, you will provide guidance on complex dispute scenarios, contribute to risk control and process improvements, support operational excellence initiatives
• help ensure compliance with card scheme rules, regulatory requirements
• Strong communication and stakeholder management skills are essential, as you will work closely with internal teams including Acquiring, Product, Finance, Operations, Risk
• external partners such as payment processors and scheme representatives. You will be expected to take ownership of your workload, drive continuous improvement
• operate effectively in a dynamic and evolving environment

What You Will Do

• Managing the end-to-end lifecycle of acquiring chargebacks, representments, pre-arbitrations, and arbitration cases.
• Analyze high-value and complex chargeback cases to determine legitimacy. Identify indicators of friendly fraud, account takeover, or systemic fraud rings
• Reviewing and submitting compelling evidence packages to successfully overturn invalid claims and minimise financial losses.
• Investigating disputed card transactions and analysing merchant activity to determine appropriate dispute strategies and outcomes.
• Acting as a subject matter expert within the team on card scheme rules and dispute processes across Mastercard, Visa, and other relevant payment networks.
• Liaising with payment processors, acquiring partners, card schemes, and internal stakeholders to resolve complex dispute cases.
• Monitoring dispute trends, root causes, and emerging risks, providing recommendations to reduce chargeback volumes and improve operational controls.
• Ensuring all dispute activities are completed in accordance with card scheme requirements, regulatory obligations, and internal policies.
• Supporting reconciliation activities relating to chargebacks, representments, recoveries, fees, and dispute-related financial movements.
• Identifying opportunities for process improvements, automation, and enhanced controls within the acquiring disputes function.
• Producing high-quality case reviews, management information, and reporting to support operational and strategic decision-making.
• Providing guidance and support to colleagues on complex dispute scenarios and contributing to the development of team knowledge and capability.
• Working closely with Product, Operations, Risk, Finance, and Acquiring teams to improve dispute outcomes and enhance the overall merchant experience.
• What We Are Looking For:
• A minimum of 3+ years' experience in chargebacks, acquiring disputes, card payments, or a related payments operations role.
• Strong understanding of the end-to-end chargeback lifecycle, including representations, pre-arbitrations, arbitration, and card scheme dispute rules.
• Experience working with Mastercard, Visa, or other card scheme regulations and dispute processes.
• Proven ability to investigate complex dispute cases, analyse transaction data, and make evidence-based decisions.
• Excellent attention to detail and the ability to manage multiple priorities while meeting strict scheme and operational deadlines.
• Strong communication and stakeholder management skills, with the ability to work effectively across Operations, Finance, Product, Risk, and external payment partners.
• Ability to remain calm under pressure and exercise sound judgement in a fast-paced environment.
• A proactive mindset with a focus on continuous improvement, root cause analysis, and reducing chargeback losses.
• Strong analytical and problem-solving skills, with the ability to identify trends and recommend operational or control enhancements.
• Experience supporting reconciliation activities, financial investigations, or dispute-related reporting is advantageous.
• Previous experience mentoring colleagues, providing subject matter expertise, or supporting team development is desirable.
• Knowledge of acquiring, merchant services, payment processing, or card scheme compliance would be highly beneficial.
• Willingness to work on rotational shifts and week off also need to make outbound calls and speak with members over the phone.
• What you’ll get in return:
• Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our new Hybrid working model & Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:
• Competitive salary
• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
• Employee Assistance Programme
• 12 casual & 15 Privilege leaves
• We invest in your development with professional L&D budget per year
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
• Spacious office in Hitechcity with all day snacks
• 24 hours paid volunteering time off per year
• Hybrid working
• Sabbatical leave
• Tidean Ways of Working :
• At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
• While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building
• we encourage regular in-person gatherings to foster a strong sense of community.
• TIDE IS A PLACE FOR EVERYONE
• At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.
• We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.
• At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity
• disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.
• Disclaimer
• It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:
• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide .co email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.
• If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co
• Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.
• Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy .
• Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice .