Dispute Investigator

The Role

As a Dispute Investigator, you'll play a crucial role in addressing and resolving cardholder disputes related to their Step account, including issuing & acquiring disputes, chargebacks, fraud claims, and merchant discrepancies. You'll ensure our cardholders receive clear, compassionate support during complex financial situations.

Responsibilities

• Credit card dispute resolution by investigating and resolving cardholder disputes related to credit card transactions, including chargebacks and fraud claims, in a timely and effective manner.
• User support by acting as a primary contact for users experiencing issuing & acquiring disputes, providing clear, empathetic, and professional support.
• Process improvement by continuously seeking ways to improve the dispute resolution process, aiming for increased efficiency and user satisfaction.
• Ensure all dispute resolution activities are compliant with federal regulations E & Z as well as VISA chargeback guidelines. Maintain accurate records and perform daily reporting tasks.
• Reviewing and processing upwards of 100+ disputes cases a day
• Maintaining a QA threshold of 95%+
• Compiling evidence, filling out information and finally submitting chargeback forms to our payment processor. Directly working with our payment processor to request compelling evidence after chargeback resolution.
• Being able to identify and escalate fraud trends and/or other commonalities.
• Responsible for investigating large dollar claims, card present claims, and working with cardholders that frequently file claims.

Qualifications

• 2+ years experience in a dispute related role involving either issuing or acquiring disputes, specially experience in fintech or financial services
• Experience working in high productivity/volume roles
• Has excellent written and verbal communication skills to establish productive working relationships with staff and management at all levels
• Experience working with cross-functional teams such as fraud, compliance, trust & safety and customer experience when working on dispute claims
• Ability to effectively identify, prioritize, and handle multiple dispute cases simultaneously
• Highly motivated self-starter with a desire to grow and learn
• Have a strong understanding of Reg E & Z
• Have experience or knowledge working with card network rules
• Be comfortable with decision making in a fast paced, ambiguous environment, while demonstrating curiosity and growth mindset

Salary Range

• Base pay salary range is $65,000-$85,000 USD and stock in early stage startup
• Starting salary will be determined by a variety of factors including job-related skills, experience, qualifications, work location, and market conditions.