Chargeback & Payments Coordinator in London

At Zego, we understand that traditional motor insurance holds good drivers back. It’s too complicated, too expensive, and it doesn’t reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers.

As Zego grows, so does the complexity of our financial risk landscape. We're seeing an increase in chargeback activity and a growing number of dormant customer accounts carrying positive balances, both of which require focused, expert attention. This is a newly created role designed to tackle these challenges head-on.

You will own the end-to-end chargeback dispute process, build robust evidence frameworks, and lead the identification and remediation of dormant account balances in line with AML regulatory obligations. Critically, you'll work across both workstreams to identify where chargeback requestors and dormant account holders intersect — a potential indicator of financial crime activity.

What you will be doing

• Chargeback Mitigation
  • Own and manage the daily review of chargeback disputes, ensuring evidence is gathered, assessed and submitted within scheme deadlines (Visa / Mastercard).
  • Build and maintain a library of compelling, reusable evidence packs to increase Zego's win rate on disputes.
  • Analyse chargeback trends by reason code, merchant category, and customer segment to identify systemic issues and recommend process improvements.
  • Liaise with payment processors, acquiring banks, and internal Finance and Operations teams to resolve disputes efficiently.
  • Develop and maintain chargeback reporting dashboards, providing regular updates to senior stakeholders.
• Dormant Account
  • Identify and maintain a register of customer accounts with positive balances that have been dormant beyond defined thresholds.
  • Assess dormant accounts against AML risk indicators, escalating cases of concern to the Compliance / MLRO function in line with internal policy and regulatory guidance.
  • Coordinate the appropriate treatment of dormant balances, including customer outreach, refund processing, and — where required — reporting to the relevant authorities.
• Cross-functional Identification
  • Cross-reference chargeback requestors against the dormant account register to identify potential patterns indicative of first-party fraud or money laundering activity.
  • Produce Suspicious Activity Reports (SARs) where warranted and liaise with the MLRO.
  • Work with the broader Fraud & Risk team to feed findings into fraud models and risk scoring frameworks.

What you will need to be successful

• Essential
  • Solid working knowledge of chargeback processes across card schemes (Visa / Mastercard), including dispute reason codes and evidence requirements.
  • Strong analytical skills - comfortable working with large datasets in Excel, Google Sheets, or identifying patterns and trends.
  • Excellent written communication skills; able to construct clear, persuasive dispute evidence packs and regulatory documentation.
  • Highly organised, deadline-driven, and able to manage a high volume of cases simultaneously.
• Desirable
  • Experience working with payment processors (e.g., Stripe) and their dispute management portals.
  • Exposure to insurance payments or subscription-based billing models.
  • Familiarity with fraud detection tooling or case management platforms.

What’s it like to work at Zego

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story and everyone plays an essential role in our journey. We look for people who have expertise, enthusiasm and who are motivated by change. There’s plenty of room to learn and grow, as part of our ongoing training programmes or directly from other experts.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it the Zego Hybrid. We foster a flexible approach that empowers every Zegon to perform at their best. Your training will be delivered face to face in our Halifax or London office. After that, you would be expected to be in our office once every couple of months. We will provide a hybrid contribution to help pay towards your travel costs and cover the costs for all company-wide events.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work, helping us move faster, think differently, and focus on what matters most. At Zego, we encourage people to stay curious and intentional about how AI is leveraged in their work and teams to drive practical impact every day.

Benefits

We reward our people well. Join us and you’ll get a market-competitive salary, a performance-based commission scheme, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that’s just for starters.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. If you need any support with your application please get in touch with us on people@zego.com.