Fraud Investigator (Chargeback) (Fintech)

TL;DR

Fraud Investigator (Fintech): Managing fraud detection and chargeback disputes via WhatsApp-based customer interactions with an accent on real-time transaction analysis and risk mitigation. Focus on identifying fraud patterns, filing evidence packages for card networks, and maintaining high SLA/QA standards.

Location: CDMX (Mexico City)

Salary: $22,150 MXN Gross Monthly

Company

AI-powered fintech building a financial ecosystem for Latin immigrants in the U.S. via a WhatsApp-based chatbot.

What you will do

• Manage inbound and outbound WhatsApp chats as the primary point of contact for fraud concerns and declined transactions.
• Perform real-time investigations and decision-making on suspicious activities to minimize financial loss.
• Build and file chargeback dispute cases with card networks and financial institutions.
• Gather and organize evidence packages to support representment.
• Collaborate with risk and compliance teams to refine fraud detection workflows and response playbooks.
• Track dispute outcomes to identify and flag recurring fraud patterns.

Requirements

• Recent graduate with a degree in a Business Major.
• Fluent English (oral & written).
• Availability for night shifts and weekends based on business needs.
• Basic knowledge of remittance, fintech, fraud, or chargeback environments.
• Experience using G Suite products.
• Ability to maintain a professional and empathetic demeanor under time pressure.

Culture & Benefits

• Gross monthly salary of $22,150 MXN plus year-end bonus (aguinaldo).
• Legal benefits including IMSS and Infonavit.
• Performance bonuses and food/wifi vouchers (Vales de Despensa y Teletrabajo).
• Full access to Udemy license for professional development.
• 5 extra days of Paid Time Off (PTO).
• Wellness and medical program.