Dispute Analyst

About Our Client

The organization operates in the financial technology sector, focusing on replacing outdated financial processes with innovative automation tools. It serves a range of businesses from startups to established brands, aiming to improve decision-making and operational control. The company addresses challenges in financial operations by creating solutions that enable businesses to focus more on their core activities, supporting growth and efficiency across a broad client base.

About the Opportunity

The Dispute Analyst role is responsible for resolving customer disputes and chargeback cases related to payment transactions. This position supports process and tool enhancements within the Dispute Resolution Operations team. The role contributes to the organization by ensuring efficient dispute resolution, enhancing payment processes, and maintaining strong partnerships both internally and externally to uphold compliance and customer satisfaction.

Responsibilities

• Understand and apply expertise in dispute and chargeback processes for ACH, check, and international payments.
• Review and resolve payment disputes and chargebacks according to established policies.
• Collaborate with internal teams and banking institutions to resolve payment issues.
• Absorb and respond to dispute-related customer inquiries.
• Recommend improvements to payment operations and dispute processes.
• Analyze and resolve payment processing issues ranging from simple to complex.
• Educate internal and external stakeholders on payment lifecycle and related topics.
• Guide analysts in workload prioritization and exception handling.
• Ensure compliance with chargeback rules and banking regulations in decision-making.
• Identify and address systemic issues in payment processing activities.
• Develop in-depth knowledge of payments platform and processes for business insights.
• Balance customer experience and business considerations when analyzing payment exceptions.
• Work cross-functionally within and outside the organization.
• Identify trends and provide recommendations for operational efficiencies.

Requirements

• 1 to 2 years of experience in payment chargebacks, disputes, or risk investigation.
• Strong skills in data analysis and investigative reporting.
• Ability to resolve transaction and payment issues independently.
• Experience collaborating with analysts to improve operational processes.
• Capability to document issues, solutions, SOPs, and training materials.
• Experience in delivering training or mentoring new hires.
• Clear and effective communication skills with customers.
• Understanding of customer account management and service operations.
• Adaptability to new processes and procedures.
• Strong investigative skills and persistence in problem-solving.
• Excellent organizational and time management abilities.
• Ability to make balanced decisions considering losses, customer experience, and costs.
• Proficient in Excel and related software for data management and reporting.

Pay Range and Compensation Package

San Jose, CA pay range: $32.98 to $39.52 USD per hour.
Draper, UT pay range: $28.03 to $33.56 USD per hour.
Compensation is based on candidate experience, expertise, and location.
Eligible for a benefits package including medical, dental, vision, life and disability insurance, 401(k) plan, flexible spending and health savings accounts, paid holidays, and paid time off.

Benefits & Perks

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Disability insurance

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.