Chargeback Specialist

Overview

Join ROI-AI as a Chargeback Specialist, where you'll serve as the expert human reviewer and corrector of an AI system designed to dispute retail chargebacks. ROI-AI develops an AI workforce to streamline wholesale and distribution back-office operations, with its AI agent "Roy" automating the entire chargeback dispute process across various retailers.

Role Details

In this position, you will focus on reviewing and correcting the decisions made by Roy, the AI agent, within the internal review queue of the ROI-AI portal. Each chargeback case has already been prepared by Roy with a dispute packet including validity assessment, reason code classification, three-way matching, and evidence compilation. Your responsibilities include verifying this information, making corrections, and finalizing dispute verdicts, which directly contribute to improving the AI's performance through ongoing learning.

Responsibilities

• Examine cases prepared by Roy, including evidence and dispute packets.
• Assess the validity of chargebacks by ensuring reason codes align with retailer claims and verifying three-way matches of purchase orders, invoices, and proof of delivery documents regarding quantity, price, and shipment/receipt.
• Rectify any errors in Roy's assessments by adjusting reason codes, altering attachments, enhancing dispute arguments, and determining whether disputes should be full or partial.
• Issue final verdicts of acceptance, denial, or approval for dispute submissions, ensuring each case undergoes human review before contacting retailers.
• Identify and flag cases where essential documents are missing or evidence conflicts prevent resolution.
• Detect recurring errors or failure patterns in the AI or source evidence.
• Maintain clear, auditable communications with concise, specific rationale for decisions.

Requirements

• At least four years of experience as a chargeback, deduction, or retail-compliance analyst.
• Preferably background in apparel, accessories, or general-merchandise wholesale.
• In-depth knowledge of retailer vendor portals, deduction types, reason codes (such as shortage, concealed shortage, compliance/expense offset, pricing, routing/On-Time-In-Full, UPC), and the full dispute process.
• Proficient understanding of core dispute documentation including purchase orders, invoices, packing lists, advance shipping notices, bills of lading/proof of delivery, routing confirmations, remittance advice, and vendor compliance manuals.
• Excellent written communication skills with high attention to detail and accuracy.
• Ability to independently review and amend AI outputs.

Preferred Qualifications

• Experience working across multiple retailers and wholesalers.
• Familiarity with EDI document types (850, 810, 856, 855, 820) and three-way matching processes.
• Experience in training, auditing, or quality assurance of other analysts' work.