We9re looking to hire a Disputes Specialist to deliver magical customer experiences all while balancing risk. As a Disputes Specialist, you will serve as a disputes subject matter expert by handling the intake, investigation, and resolution of card and ACH disputes. You9ll work with our customers in order to make consistent and high quality risk-based decisions that directly impact Mercury and our customers.
In this role, you will:- Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as ACH disputes
- Work with our partners and internal team members to review and assess information received from users to determine the validity of filed disputes from users
- 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
You should:- 2-5+ years of experience in customer support or investigations, including direct customer interaction and/or escalation handling; dispute experience and familiarity with card scheme (such as Visa or Mastercard) chargeback rules are a plus
- Have experience in banking, fintech, or other financial services
- Have experience in managing customer-facing queues to support caseloads
- Have experience with Zendesk or other similar CRM tools
- Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
- Have 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
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate9s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- 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
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