Business Analyst Middle+ [Disputes]

We are looking for a Business Analyst to join the Antifraud & Disputes team and take ownership of the Dispute Management direction. The team is responsible for managing customer transaction disputes, including fraud-related claims, chargebacks, and cases where customers experience issues with purchased goods or services. Dispute Management is a complex end-to-end process involving customer support, operations, payment processing, and internal banking systems. In this role, you will focus on optimizing dispute resolution processes, reducing operational and compensation costs, and improving customer experience. You will work at the intersection of product development, operations, analytics, and technology, driving initiatives to automate manual workflows, improve decision-making, and make dispute handling more efficient and scalable.

Challenges that await you:

Taking end-to-end ownership of Dispute Management processes, identifying bottlenecks and opportunities for optimization and automation

Analyzing and improving key business metrics, including Operational Cost and Compensation Cost, and evaluating the impact of proposed initiatives

Improving dispute decision-making processes, including the development of scoring and automated decisioning solutions

Gathering, analyzing, and documenting business requirements, user stories, acceptance criteria, and process flows for development teams

Coordinating cross-functional initiatives involving Product, Engineering, CRM, Payment Processing, Analytics, and Operations, managing dependencies, priorities, and timelines

Working closely with operational teams to investigate existing issues, improve workflows, and increase dispute resolution efficiency

Formulating and prioritizing improvement hypotheses based on product and operational metrics

Supporting delivery throughout the full development lifecycle, from discovery and requirements gathering to implementation, release, and post-launch performance analysis

What makes you a great fit:

3+ years of experience as a Business Analyst / Product manager / Product owner with a strong focus on process development, optimization, and cross-functional project delivery

Proven experience independently managing complex end-to-end processes or initiatives involving multiple teams and stakeholders

Strong process-oriented thinking and experience designing and improving operational workflows across different teams and systems

Excellent stakeholder management skills, with the ability to align priorities, manage dependencies, and drive initiatives forward in a resource-constrained environment

Strong product thinking and analytical mindset: ability to identify problems, formulate hypotheses, prioritize improvements, and evaluate their impact on business metrics

Experience working at the intersection of product development and operations, with a focus on measurable business outcomes

Proven ability to gather, document, and manage business requirements and support their implementation

Basic technical understanding of systems and integrations

B2 or higher English level for effective communication with an international team

Your bonus skills:

Experience with Dispute Management, chargebacks, or customer claims processes , including operational roles

Experience working in Antifraud or Fraud Prevention domains

Experience in fintech, banking, or financial services

Our ways of working:

Innovative Spirit: A commitment to creativity and groundbreaking solutions

Honest Feedback: valuing open, transparent communication

Supportive Team: a strong, collaborative community

Celebrating Achievements: recognizing our wins together

High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

Relocation support to one of our hubs — Serbia, Cyprus or Georgia — with assistance for the employee and their family

Flexible work from our office or re