Dispute Analyst

About the role

As part of BILL's Dispute Resolution Operations team, this position is responsible for resolving customer disputes or chargeback related cases and supporting the process and tool's enhancement.

Responsibilities

• Understand dispute, chargeback processes and procedures and develop and apply subject matter expertise related to ACH, check, and/or international payments.
• Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures.
• Partner with internal groups and external banking institutions to resolve issues.
• Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues.
• Make recommendations for process improvements related to daily payment operations procedures.
• Reviews, analyzes and resolves simple to complex payment processing issues.
• Provide education and payment lifecycle knowledge to internal and external customers.
• Identify and resolve systemic issues that may arise through day-to-day processing activities.
• Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights.
• Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense.
• Partner cross-functionally within and outside of the company.
• Identify, research and highlight trends, making efficiency recommendations.
• Make recommendations for process improvements related to daily payment operations procedures.
• Reviews, analyzes and resolves simple to complex payment processing issues.

Requirements

• 1 to 2 years of payment chargeback, dispute or risk investigation experience.
• Strong data analysis and investigative reporting skills.
• Able to solve transaction or payment issues without complete process guidance.
• Able to work with process or product analysts to build and enhance operational processes for new products.
• Able to document down any issues, proposed solutions, SOPs or training materials for bigger teams.
• Deliver training or mentoring for new hires to support Pay-by-card business.
• Able to communicate clearly, and effectively with customers while investigating and resolving payment exceptions.
• Has the ability to understand customer account management and service operations.
• Proven ability to learn and adapt to new processes and procedures.
• Shows a passion for the research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue.
• Has excellent organizational and time management skills – must possess ability to prioritize and balance multiple tasks simultaneously.
• Strong skills of using Excel and other softwares to create spreadsheets, models and reports.

Qualifications

• High school diploma or equivalent.
• Experience in finance or related field preferred.

Skills

• Excellent communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Knowledge of ACH, check, and/or international payments.
• Strong analytical and investigative skills.
• Proficiency in Microsoft Office, particularly Excel.

Benefits

We offer a competitive benefits package that includes:

• Medical, dental, and vision insurance.
• HSA and FSA accounts.
• Life insurance, long and short-term disability coverage.
• Employee Assistance Program (EAP).
• 11+ observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.

Pay

The estimated hourly range for this role is noted below for our office locations in San Jose, CA and Draper, UT. For San Jose, CA, the range is $32.98—$39.52 USD. For Draper, UT, the range is $28.03—$33.56 USD. The role is also eligible for a competitive benefits package.

Schedule

Our team works in a fast-paced, ever-changing environment, and we are open to remote-eligible roles.