СШАSr. Disputes Operation Analyst
1 мес. назад
47.1k–56.6k USD / годСШАSenior
sla managementdispute resolutiondebit cardcredit card
Manage end-to-end lifecycle of complex client dispute claims, ensuring compliance and thorough investigation.
О компании
- is the largest small business banking platform in the U.S., redefining how entrepreneurs manage their money. We create modern financial solutions, from checking and lending to payments and beyond, designed to help small business owners grow, thrive, and take control of their financial future. Our best-in-class technology, advanced security, and deep understanding of the small business community give our customers the confidence to focus on what they do best.
- Since 2013, we’ve supported more than 750,000 small businesses nationwide. Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, our 500+ person global team shares one mission: to give small businesses the financial tools they need to succeed.
- We’re innovators driven by big ideas, collaboration, and real impact. Here, you’ll have the freedom to take ownership, grow your career, and make a difference for small business owners across America. Ready to shape what’s next?
Обязанности
- As the Senior Disputes Operations Analyst, you will serve as a subject matter expert managing the end-to-end lifecycle of complex client dispute claims, including debit cards, credit cards, and non-debit transactions. This role focuses on filing dispute claims with external vendors, conducting thorough upfront and post-resolution investigations, and maintaining strict adherence to internal SLAs. Beyond standard claim management, you will handle formal appeals for denied claims, manage escalations from Customer Service, and provide guidance to peer analysts. Additionally, you will work collaboratively with partner teams on non-card recovery efforts (ACH debit, outbound ACH transfers, wires, and checks), identify risk trends, and support the Sr. Manager of Disputes on process improvements and occasional joint initiatives with Fraud and Product teams.
- Manage and prioritize a high-volume daily queue of complex and high-value dispute claims across debit card, credit card, and non-debit channels, taking cases from initial intake to final resolution while maintaining strict adherence to internal service-level agreements (SLAs).
- Accurately file dispute claims with third-party vendors and financial institutions, performing both upfront and post-resolution investigations.
- Conduct meticulous data review and analysis to validate the legitimacy of all submitted claims in accordance with Business Bank requirements.
- Lead comprehensive investigations into unauthorized transactions, actively monitoring for and identifying emerging patterns of card fraud, account takeover (ATO) activity, and dispute abuse.
- Own the formal appeals process for denied claims, conducting secondary reviews to ensure fair, accurate, and well-documented decisions.
- Serve as an escalation point for Customer Service to evaluate and resolve complex or sensitive client dispute inquiries.
- Act as a peer mentor and resource, providing technical guidance, support, and oversight to other analysts on the team.
- Collaborate cross-functionally with partner teams on non-card recovery efforts, including ACH debits, outbound ACH transfers, wires, and checks.
- Maintain clear, professional, and effective written communication when interacting with internal stakeholders, partner banks, and vendors to facilitate claim resolution.
- Collaborate with Risk, Fraud Operations, and Product teams in conjunction with the Sr. Manager of Disputes to share insights and support control improvements.
- Proactively identify opportunities for process improvement, take ownership of implementing changes, and contribute to the continuous strengthening of 's dispute resolution framework.
Требования
- Bachelor’s degree in Finance, Accounting, Business Administration, or a related field
- 3–5+ years of experience in dispute resolution, preferably within a commercial fintech or banking environment.
- Demonstrated expertise and strong working knowledge of Network rules (Visa/Mastercard), NACHA rules, and wire/check recovery frameworks.
- Proven experience handling claim appeals, resolving Customer Service escalations, and supporting or mentoring peer analysts.
- Proven ability to perform complex root-cause analysis and problem-solving in a fast-paced environment.
- Exceptional written communication skills, with an emphasis on creating detailed and accurate documentation for internal records and external correspondence.
- Strong organizational skills and the ability to manage time effectively to meet deadlines.
- Applicants must be currently authorized to work in the United States on a full-time basis
Условия
- This role is also eligible to earn annual performance-based incentive compensation in the form of a cash bonus. At , we recognize the importance of fair and competitive compensation. Exact compensation may vary based on a variety of factors, including your experience, skills, and qualifications, as well as market trends.
- New Hire Base Salary:
- $47,100 — $56,600 USD
- Benefits & Perks (US Based ONLY)
- Excellent health coverage and life insurance benefits
- 401K with an immediate 3% company match
- PTO, Company Holidays, and Flexible Holidays
- Company-sponsored Mental Health Benefits, including 1:1 therapy
- Over $1,000 each year to spend on your personal wellness
- Monthly WFH stipends totaling over $1,000 annually
- Generous, paid parental leave covering up to 20 weeks of leave for birthing parents and up to 12 weeks of leave for all other parents
- Access to financial coaches and education sessions
- Weekly catered lunches and fully stocked kitchen pantries
- Community-based volunteering opportunities
- #LI-Hybrid