Location
London, with hybrid working - training delivered face to face in Halifax or London office, then office attendance once every couple of months.

Hours
Full Time

Salary
Market-competitive salary with performance-based commission scheme

About the Role
At Zego, we are transforming motor insurance by offering the lowest priced insurance for good drivers. As we grow, the complexity of our financial risk landscape increases, with rising chargeback activity and dormant customer accounts carrying positive balances. This newly created role is designed to tackle these challenges head-on.

As Chargeback & Payments Coordinator, you will own the end-to-end chargeback dispute process, build robust evidence frameworks, and lead the identification and remediation of dormant account balances in line with AML regulatory obligations. You will work across both workstreams to identify intersections between chargeback requestors and dormant account holders, which may indicate financial crime activity.

Key responsibilities include:
- Managing daily review of chargeback disputes, ensuring evidence is gathered, assessed, and submitted within Visa and Mastercard scheme deadlines.
- Building and maintaining a library of reusable evidence packs to improve dispute win rates.
- Analysing chargeback trends by reason code, merchant category, and customer segment to identify systemic issues and recommend improvements.
- Liaising with payment processors, acquiring banks, and internal teams to resolve disputes efficiently.
- Developing and maintaining chargeback reporting dashboards for senior stakeholders.
- Identifying and maintaining a register of dormant customer accounts with positive balances.
- Assessing dormant accounts against AML risk indicators and escalating concerns to Compliance/MLRO.
- Coordinating customer outreach, refund processing, and regulatory reporting related to dormant balances.
- Cross-referencing chargeback requestors against dormant accounts to detect potential fraud or money laundering.
- Producing Suspicious Activity Reports (SARs) and collaborating with the MLRO.
- Working with Fraud & Risk teams to feed findings into fraud models and risk scoring frameworks.

Join Zego and be part of an international, inclusive team that values expertise, enthusiasm, and motivation for change. We offer ongoing training, a flexible hybrid working model, and a culture that encourages curiosity and the intentional use of AI to improve how we work.

Experience
- Solid working knowledge of chargeback processes across Visa and Mastercard, including dispute reason codes and evidence requirements.
- Strong analytical skills, comfortable working with large datasets in Excel or Google Sheets.
- Excellent written communication skills, able to construct clear and persuasive dispute evidence packs and regulatory documentation.
- Highly organised, deadline-driven, and able to manage a high volume of cases simultaneously.

About you
- Detail-oriented and proactive with a strong sense of ownership.
- Comfortable liaising with multiple internal and external stakeholders.
- Motivated by working in a fast-growing, dynamic environment.
- Collaborative team player who values diverse perspectives.

Qualifications
- Experience working with payment processors (e.g., Stripe) and dispute management portals is desirable.
- Exposure to insurance payments or subscription-based billing models is a plus.
- Familiarity with fraud detection tools or case management platforms is advantageous.