Disputes Specialist

Mercury•Portland, OR

1d•$68,300 - $85,400•Remote

About The Position

Mercury is building a banking stack for startups. We work hard to create the easiest and safest banking experience possible to simplify entrepreneurs' and business owners’ financial lives. We’re 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. You’ll work with our customers in order to make consistent and high quality risk-based decisions that directly impact Mercury and our customers. Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

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
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

Nice To Haves

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

Responsibilities

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