Senior Dispute Analyst

Responsibilities

• Own the end-to-end disputes lifecycle: intake, investigation, chargeback processing, and dispute resolution.
• Author, maintain, and continuously improve the dispute SOPs across every stage, ensuring content reflects current consumer protection regulations, network dispute rules, and operational realities.
• Test, deploy, and tune agentic investigation solutions across the disputes workflow, including skill orchestration, arbitration automation, and automation tuning, to compress per-case handling time without sacrificing quality.
• Document investigative context and develop the skills and prompts that allow agentic tooling to handle routine filing, statement generation, and representment volume.
• Handle complex dispute scenarios, edge cases, and pre-arbitration and arbitration exceptions where outcomes depend on judgment and argumentation.
• Develop and optimize representment strategies; analyze dispute trends to identify root causes and drive process improvements.
• Define and report the KPIs and KRIs for the disputes program, and produce actionable insights by synthesizing operational trends and program performance data.
• Serve as the interface to any business process outsourcing relationship.
• Partner with Product and Engineering to frame dispute requirements as enablers and to inform the roadmap for investigation tooling.
• Mentor junior analysts and contribute to training on dispute handling, chargeback processing, and the investigation tooling.

Requirements

• Deep, hands-on experience managing card disputes and chargebacks, with strong knowledge of consumer protection regulations and card network dispute rules across the chargeback and representment lifecycle.
• A track record of owning discrete risk or operations programs end to end with limited guidance, including authoring the SOPs and defining the metrics that govern them.
• Demonstrated judgment on complex disputes, edge cases, and pre-arbitration and arbitration scenarios.
• Comfort building, testing, and tuning automation or AI-assisted workflows, or strong enthusiasm to own agentic tooling and translate it into operational capacity.
• Strong analytical skills: able to synthesize operational and program performance data into trends, root cause analysis, and actionable insight.
• Excellent communication with internal stakeholders, partner banks, and, where relevant, regulators, with the ability to frame requirements as enablers rather than blockers.
• A bias toward ownership and iterative improvement, and the judgment to know which cases automation should close and which require a human.

Nice-to-Haves

• Experience at a fintech, card issuer, processor, or sponsor bank.
• Familiarity with dispute and case management tooling and with SQL for dispute trend analysis.
• Experience standing up or tuning agentic or LLM-based investigation workflows.
• Experience managing a BPO or outsourced operations relationship.

Compensation

• Base Salary: $65,000 - $110,000
• Benefits for Full-Time US Employees: Unlimited PTO, 12-weeks fully paid parental leave, 4-Week Fully Paid Sabbatical (earned at your 5-year anniversary), Work From Anywhere: work from anywhere in the world 4-weeks each year, 3% cashback on card purchases with your complimentary Privacy.com employee account, Health, vision, and dental insurance; HSA Contribution Match, 401(k) match, Voluntary Life Insurance and STD/LTD.