Dispute Investigator
Gen Z is the generation of the side hustle. 💪🏻 They’re creators. 👩🎤 They’re freelancers. 🧑💻 They’re investors. 👩💼 And they’re not afraid to take on challenges, especially when it comes to their finances - and we’re here for it.
Step is a next-generation financial services company building a better banking experience to help teens and young adults achieve financial independence and knowledge at an earlier age. We’re on a mission to improve the financial future of the next generation by empowering teens to start their financial journey today. Step is a well-funded Series C company that has raised more than $175M, focused on disrupting the banking industry through a differentiated mobile-first consumer experience.
People love our product. We eclipsed over 5.5M million customers, and if you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you!
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, credit dispute reports, fraud claims, and merchant discrepancies. You'll ensure our cardholders receive clear, compassionate support during complex financial situations.
Responsibilities
- Investigate and resolve cardholder disputes (issuing/acquiring), including chargebacks, fraud claims, and credit disputes.
- Provide clear, empathetic but professional support for users throughout the acquiring or issuing dispute process.
- Focus on process improvements 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.
- Review and process 100+ dispute cases daily while maintaining 95%+ QA thresholds.
- Compile and submit evidence for chargebacks, and coordinate with payment processors.
- Conduct fraud reviews for credit dispute reports; escalate patterns or trends as needed.
- Ability to identify and escalate fraud trends and/or other commonalities.
Qualifications
- 2+ years of experience in issuing/acquiring disputes, preferably in fintech or financial services
- Proven ability to thrive in high-volume, high-output environments
- 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
- Strong understanding of Reg E, Reg Z, and card network rules (Visa, Mastercard)
- Strong multitasking, prioritization, and decision-making skills
- Comfortable operating in a fast-paced, evolving environment with a growth mindset
Preferred Experience
- Experience drafting rebuttals for acquiring disputes and gathering evidence across systems
- Knowledge of fraud typologies (e.g. first-party vs. third-party fraud)
- Familiarity with chargeback documentation and card network compliance protocols
Working at Step
- Competitive salary based on experience, with full medical and dental benefits 💸
- High potential for growth 📈
- Stock in an early-stage startup 🤩
- Flexible WFH and vacation policy 🏝
- Paid parental Leave 🐣
- Employee referral program 👯♀️👯
- 401K plan 💪🏻