Senior Disputes Specialist - Dispute Processing

Mercury Co.Ltd

312d • $85,300 - $118,800

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 Senior Disputes Specialist - Dispute Processing, to deliver magical customer experiences all while balancing risk. As a Senior Disputes Specialist - Dispute Processing, 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. In addition to your designated queue of dispute cases, you'll be responsible for making high complexity decisions on escalated cases. You will also leverage your expertise to directly contribute to ongoing projects that move Mercury's dispute program forward.

Requirements

• Have 5+ years of card disputes intake and resolution experience; bonus if it's issuer-specific experience
• Have a strong understanding of RegE dispute requirements
• Have familiarity with Mastercard and/or Visa chargeback rules
• Have experience in banking, fintech, or other financial services
• 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, and debit cards
• Communicate complicated concepts with efficiency and clarity
• Be curious about the US banking system, startups, and ecommerce companies

Responsibilities

• Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as banking transaction exceptions (e.g. ACH returns)
• 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
• Maintain a positive user experience, while mitigating risks to Mercury
• Handle high complexity or escalated dispute cases that require deep expertise
• Write clear documentation on current processes and surface gaps in disputes policy
• Serve as a subject matter expert to cross functional teams and inform the creation of new internal tooling and workflows
• Identify and execute opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates

Benefits

• Base salary
• Equity (stock options)
• Highly competitive salary and equity ranges
• Regular updates using reliable compensation survey data
• Diversity & belonging initiatives
• Equal Employment Opportunity employer

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Ambulatory Health Care Services