AI Disputes
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Job Summary Santriya Technologies is seeking an AI Disputes & Chargeback Specialist to investigate card/payment disputes using AI-assisted case summarization and evidence organization while applying current scheme rules, customer protection requirements and documented decision logic. Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escape conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.
Key Responsibilities
Review dispute claims, transaction details, merchant evidence and customer communication.
Use AI to summarize timelines and identify missing evidence; verify against source records.
Determine valid dispute/chargeback paths under current scheme rules and internal policy.
Request additional evidence and manage filing, representment and deadline requirements.
Identify potential fraud/scam patterns and coordinate with financial-crime teams.
Communicate decisions and next steps clearly to customers.
Maintain complete case rationale and evidence packs.
Feed repeat merchant, process or fraud issues into prevention controls.
AI-enabled ways of working Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.
Human accountability AI is a copilot, not the accountable decision‑maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety‑critical, clinical, employment and other high‑impact decisions must follow delegated authority and required human review.
Success Measures Dispute cycle time and evidence quality improve
Missed scheme deadlines reduce
Customer communication becomes clearer
Fraud signals are captured consistently
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