Disputes Specialist

Responsibilities

• Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as ACH disputes
• Work with partners and internal team members to review and assess information received from users to determine the validity of filed disputes
• Manage a high-volume caseload within service level agreements and with critical attention to detail
• Submit chargebacks to Mastercard on an as needed basis
• Document rationale for risk decisions with supporting documentation
• Meet performance targets across key quality and productivity metrics
• Identify opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates
• Maintain a positive user experience, while mitigating risks to Mercury

Requirements

• 2–5+ years of experience in customer support or investigations, including direct customer interaction and/or escalation handling
• Experience in banking, fintech, or other financial services
• Experience in managing customer-facing queues to support caseloads
• Experience with Zendesk or other similar CRM tools
• Highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
• Some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, debit cards and credit cards
• Exercise empathy and understanding when communicating with customers
• Communicate complicated concepts with efficiency and clarity
• Be curious about the US banking system, startups, and ecommerce companies

Nice-to-Haves

• Dispute experience and familiarity with card scheme (such as Visa or Mastercard) chargeback rules

Compensation & Benefits

• Base salary ranges:
  • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $75,900 - $85,400 USD
  • US employees outside of New York City, Los Angeles, Seattle or the San Francisco Bay Area: $68,300 - $76,900 USD
• Equity (stock options)
• Benefits package