Chargeback Specialist

About ROI-AI

ROI-AI builds an AI workforce for the wholesale and distribution back office. Our AI agent, "Roy," automates retailer chargeback and deduction disputes end to end. Roy is live in production today, recovering real revenue for wholesalers across dozens of retailers.

About the Role

This is not a normal in-house chargeback analyst seat. You are the expert human reviewing and correcting an AI that disputes chargebacks across dozens of retailers and every deduction type.

You work in the ROI-AI portal's internal review queue. For each case, Roy has already investigated the chargeback and assembled a review-ready dispute packet with a recommended determination and the evidence it would send to the retailer. Your job is to determine the chargeback's validity, verify the packet Roy assembled, correct Roy's determination where it is wrong (accept, deny, or dispute), and resolve the case with a verdict. You work across many customers and retailers (Burlington, TJX / TJ Maxx, Kroger, Dollar General, Kohl's, CVS, Walmart, Target, and more) and across reason-code types (shortage, concealed shortage, compliance, pricing, routing / OTIF, UPC).

Here is the part that makes this role high-leverage. Your expert corrections do not just clear a queue. They directly improve the quality of the system over time, so your judgment shapes how well Roy handles disputes going forward. We are looking for a genuine chargeback expert whose judgment raises the bar for the whole system, not just a pair of hands to work a backlog.

Responsibilities

• •Review Roy's assembled cases: Pick up assigned cases in the portal, confirm the owning customer org and retailer, and open Roy's evidence view and drafted dispute packet.
• •Determine validity and verify the evidence: Confirm the reason code matches what the retailer actually claimed, that the three-way match (PO, invoice, proof of delivery / BOL) holds on quantity, price, and ship / receipt, and that the decisive documents for that reason code are present, legible, and actually prove the point.
• •Correct Roy's determination: Where Roy is wrong or incomplete, fix it: change the reason-code classification or recommendation, add / swap / remove the right attachments, and rewrite a dispute body that is thin or does not address the retailer's stated reason. Scope full vs partial disputes when the match does not fully hold.
• •Resolve with a verdict: Accept the chargeback when it is not disputable, deny, or approve the dispute for submission. Nothing goes to a real retailer without human review and final release approval, so your resolution is a real decision, not a rubber stamp.
• •Flag cases that are not ready: When a decisive document is missing or empty (for example a shortage dispute with no valid BOL / POD), or evidence conflicts, flag the case and note exactly what is missing rather than pushing a weak dispute.
• •Spot recurring patterns and reason-code trends: Surface where Roy repeatedly misjudges a retailer or a deduction type, and where evidence gaps keep recurring, so we can fix the root cause and improve the system.
• •Communicate findings clearly: Leave a clean, auditable record of every correction and a short, specific rationale the team (and the AI) can learn from.

Qualifications

• •4+ years of chargeback / deduction / retail-compliance analyst experience
• •Apparel, accessories, or general-merchandise wholesale background strongly preferred
• •Deep familiarity with retailer vendor portals, deduction and reason-code types (shortage, concealed shortage, compliance / expense offset, pricing, routing / OTIF, UPC), and end-to-end dispute processes
• •Fluent in the core dispute documents: purchase orders, invoices, packing lists, ASNs, bills of lading / proof of delivery, routing requests / confirmations, remittance advice, and retailer compliance manuals
• •Strong, precise written communication. You can explain a determination in a few clear sentences
• •Detail-oriented and rigorous. You open and actually read the evidence before you sign off
• •Comfortable working inside software and AI tools, and reviewing / correcting an AI's output
• •Self-directed. You manage your own queue and exercise independent professional judgment

Nice to Have

• •Experience across multiple retailers and multiple wholesalers (breadth of retailer playbooks)
• •Familiarity with EDI document types (850, 810, 856, 855, 820) and three-way matching
• •Experience training, auditing, or QA-ing another analyst's work