Junior Analyst, Risk Management

Role Summary
We are looking for a detail-oriented Analyst to join our UPI Acquiring Chargeback Operations team.In this role, you will own the end-to-end lifecycle of UPI chargeback cases - from initiation through resolution - by working directly on the URGCS portal. You will collaborate cross-functionally with banks and internal teams to protect Razorpay's acquiring interests while delivering fair and timely outcomes.

Key Responsibilities

1. URGCS Portal Operations
Log in to and navigate the URGCS portal daily to monitor, pick up, and action chargeback cases across all dispute types.
Submit chargeback representments, pre-arbitration responses, and arbitration filings within NPCI-mandated timelines.
Track case statuses end-to-end and ensure no case breaches the response deadline.
Download and organise portal reports; maintain a daily tracker for open, pending, and closed cases.

2. Chargeback Types Handled
Fraudulent / Unauthorised Transactions - validate and compile fraud dispute evidence packets.
Technical Disputes (duplicate charges, incorrect amounts, processing errors) - gather transaction logs and switch-level confirmations.
Merchant Disputes (non-delivery, service/quality issues) - coordinate with merchant for proof of fulfilment.
Consumer Disputes - verify refund status, settlement records, and communicate resolution to the issuer.
Pre-arbitration & Arbitration - prepare case files and coordinate with the acquiring bank and NPCI.

3. Evidence & Documentation
Collect, review, and compile evidence (transaction receipts, screenshots, settlement data, merchant responses) to build strong representment cases.
Ensure all supporting documents meet NPCI format and content guidelines before portal submission.
Maintain a structured repository of case files for audit readiness.

4. Merchant & Stakeholder Coordination
Reach out to merchants proactively to obtain dispute documentation within internal SLAs.
Liaise with the acquiring bank's chargeback desk for portal escalations or technical issues.
Update merchants and internal stakeholders on case progress and outcomes.

5. MIS & Reporting
Prepare daily, weekly, and monthly MIS reports on chargeback volumes, win rates, recovery amounts, and TAT adherence.
Identify trends in dispute reasons and flag recurring issues to the team lead.
Contribute data for monthly business reviews and NPCI compliance reporting.

6. Process Adherence & Improvement
Follow all NPCI chargeback operating procedures and Razorpay internal SOPs.
Flag process gaps or portal issues and propose solutions to improve efficiency or win rates.
Support UAT and onboarding activities whenever URGCS portal features are updated.

Required Qualifications & Skills

Education
Bachelor's degree in Commerce, Finance, Business Administration, or a related field.

Experience
Analyst: 1-3 years of hands-on experience in UPI chargeback operations, preferably on the acquiring side.

Technical & Domain Skills
Working knowledge of the URGCS portal or willingness to learn it immediately upon joining.
Understanding of the UPI ecosystem - NPCI rules, chargeback reason codes, dispute TATs, and representment guidelines.
Proficiency in MS Excel / Google Sheets for MIS, data reconciliation, and tracker management.
Ability to read and interpret transaction logs, settlement files, and switch reports.
Familiarity with acquiring bank processes and NPCI circulars related to dispute management.

Soft Skills
High attention to detail - accuracy in case data and documentation is non-negotiable.
Strong written communication for drafting representment narratives and merchant correspondence.
Time management - ability to prioritise a high-volume queue and meet strict portal deadlines.
Problem-solving mindset with a proactive approach to dispute resolution.
Ability to collaborate effectively with merchants, banks, and cross-functional internal teams.

Good to Have
Prior experience working on the URGCS - UPI portal.
Exposure to other payment dispute platforms (Visa VROL, Mastercard MATCH, RuPay dispute system).
Knowledge of PCI-DSS, RBI guidelines on payment aggregators, or NPCI operating guidelines.
Experience with ticketing or case management tools (Freshdesk, Jira Service Desk).