About the Role
The role involves managing end-to-end dispute investigations, identifying root causes, and implementing process improvements to reduce financial risk and enhance customer experience.
Responsibilities
- Lead end-to-end dispute resolution for transaction-related claims
- Analyze dispute patterns to identify systemic issues
- Collaborate with payment processors and financial institutions
- Ensure compliance with card network regulations
- Develop and maintain detailed case documentation
- Escalate complex cases following defined protocols
- Monitor dispute timelines and ensure timely responses
- Support internal audits and compliance reviews
- Identify opportunities to reduce dispute volume
- Partner with cross-functional teams to resolve customer issues
- Maintain up-to-date knowledge of payment industry standards
- Conduct root cause analysis on recurring dispute types
- Improve dispute handling workflows and tooling
- Train team members on dispute resolution best practices
- Report key metrics to stakeholders regularly
- Evaluate new dispute management technologies
- Assist in policy development for dispute handling
- Respond to inquiries from internal and external parties
- Ensure data accuracy in dispute tracking systems
- Drive continuous improvement in dispute resolution speed and quality
Nice to Have
- Certification in payment card industry standards
- Experience with Visa and Mastercard dispute systems
- Background in fraud detection or risk management
- Familiarity with agile project methodologies
- Exposure to automated dispute resolution tools
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Part of the Financial Operations team
What We Value
- Integrity in handling sensitive financial data
- Proactive problem solving in high-pressure situations
- Clear communication across technical and non-technical teams
- Commitment to continuous learning and growth
- Ownership of end-to-end dispute outcomes
Impact You’ll Make
- Reduce overall dispute resolution time by streamlining workflows
- Improve win rates in representment cases
- Lower operational risk through consistent processes
- Enhance customer trust by resolving issues fairly
- Contribute to product improvements based on dispute insights
Available for qualified candidates
