Clear written communication (case notes, customer explanations, evidence summaries)
Attention to detail and accuracy under time pressure
Customer empathy and calm problem-solving
Risk-aware decision-making (balancing customer protection and business loss)
Basic data analysis (spotting patterns, using spreadsheets, interpreting dashboards)
Knowledge of disputes and chargeback workflows (intake, evidence, timelines, outcomes)
Fraud investigation methods (transaction review, account behavior checks, identity signals)
Understanding of card/payment ecosystem basics (issuer, merchant, processor, card network)
Familiarity with consumer protection and operational rules (e.g., error resolution requirements, recordkeeping)
Case management tools and workflow systems; ability to follow documented procedures and exceptions