Professional 4, Dispute Operations

Green Dot•Tampa, FL

38d•Hybrid

About The Position

The Data-Driven Dispute Risk Analyst is a strategic partner in dispute operations, leveraging data-driven insights to proactively identify, forecast, and mitigate risks within dispute resolution processes. This role blends advanced analytics with cross-functional collaboration, ensuring that emerging trends and regulatory changes are swiftly addressed. By maintaining transparency, compliance, and continuous process improvement, the analyst supports both operational excellence and executive decision-making. The position requires a strong analytical mindset, effective communication skills, and the ability to drive change across teams using specialized tools and structured reporting. In addition, the Data-Driven Dispute Risk Analyst is expected to leverage their analytical expertise alongside in-depth knowledge of dispute and chargeback rules (such as those set forth by Visa, Mastercard, and Pulse) and banking regulations (Regulation E). This combination of skills enables the analyst to effectively identify operational vulnerabilities that could lead to regulatory non-compliance or increased financial risk.

Requirements

5+ years of experience in financial analysis, dispute resolution, risk management, or banking operations.
Knowledge of dispute and chargeback rules established by Visa, Mastercard, and Pulse.
Proficiency in data analysis tools and statistical software (Excel, SQL, Tableau, or similar platforms).
Experience with case management systems (e.g., Quavo, Salesforce, Visa Resolve Online) and familiarity with payment processing systems.
Use of AI-powered platforms to analyze large volumes of data and identify patterns that may signal operational or regulatory risks.
Ability to conduct root cause analysis, interpret complex data sets, and forecast risk trends using predictive analytics.
Strong understanding of regulatory frameworks governing dispute resolution (Reg E, PCI-DSS, Fair Credit Billing Act, BSA/AML).
Excellent written and verbal communication skills for reporting findings, presenting recommendations, and collaborating across teams.
Ability to translate complex analytics into actionable insights for both technical and non-technical stakeholders.
Experience working cross-functionally with business units, compliance, legal, and customer service teams.
Proven track record of driving process improvements and implementing operational changes based on data-driven insights.
Experience in quality assurance, workflow analysis, and continuous improvement initiatives.
High attention to detail, strong organizational skills, and the ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Adaptability, resilience, and a proactive approach to problem-solving.
Commitment to transparency, ethical standards, and maintaining confidentiality.
Demonstrated ability to ensure compliance with internal policies and external regulations, and to stay current on regulatory changes.

Nice To Haves

Experience with electronic payments, chargebacks, or regulatory compliance (e.g., Reg E) is highly valued.
Bachelor’s degree in Finance, Accounting, Business Administration, Data Analytics, or a related field is strongly preferred.
Advanced degrees (e.g., MBA, MS in Analytics) or relevant certifications (such as Certified Fraud Examiner, Accredited ACH Professional, or Accredited Payments Risk Professional) are advantageous.
Ability to work in the U.S. without sponsorship
Ability to meet the location requirement outlined above

Responsibilities

Continuously monitor dispute case data to identify emerging trends and patterns.
Compare current dispute volumes, types, and outcomes against historical benchmarks to detect variances that may signal operational or regulatory risks.
Use predictive analytics and statistical tools to forecast potential risk areas and proactively address them.
Identify ways of leveraging artificial intelligence (AI) to enhance our analytics and automate the detection of emerging trends and streamline root cause analysis.
Analyze operational workflows and dispute resolution processes to spot gaps or inefficiencies exposed by new trends.
Collaborate with business units to ensure that process changes are implemented to close identified gaps and improve dispute handling consistency.
Perform root cause analysis on dispute cases and operational issues to identify underlying factors contributing to recurring problems and recommend targeted solutions.
Log all identified issues, including root causes and outcomes, in a structured format for future analysis and reporting.
Maintain detailed records of dispute case resolutions, including supporting documentation and decision rationale, to ensure transparency and compliance.
Track and report on key dispute metrics such as grant, denial, recovery and overturn rates. Use these metrics to benchmark performance, identify areas for improvement, and support executive decision-making.
Ensure all dispute handling activities comply with internal policies and external regulations (e.g., Reg E). Stay updated on regulatory changes and best practices, adjusting processes and controls as needed.
Prepare regular reports summarizing dispute trends, operational gaps, and key metrics for management and stakeholders. Communicate findings and recommendations clearly to drive process improvements and risk mitigation strategies.
Collaborate across teams, leverage specialized tools (e.g., Salesforce, Quavo, Visa Resolve Online), and support ongoing training and QA reviews to maintain high standards in dispute resolution.