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Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Vendor oversight for dispute and fraud workflows, ensuring adherence to regulatory requirements, SLAs, and quality standards
- Day-to-day performance management across offshore BPO partners, including KPIs, reporting, and ongoing calibration
- Audit and control processes that identify gaps in dispute handling, documentation, and compliance readiness
- Root cause analysis across disputes, chargebacks, and operational errors — and the actions that prevent repeat issues
- Cross-functional workflows with Risk, Compliance, Legal, Fraud, and Product to improve dispute accuracy and operational clarity
- SOPs and process design for new products, regulatory changes, and evolving servicing models
Requirements
What you’ll need- 4–5 years in vendor operations, dispute operations, risk operations, or BPO management within fintech, financial services, or payments
- Strong working knowledge of Reg E and Reg Z; familiarity with UDAAP, BSA/AML
- Experience managing offshore BPO vendors with accountability for compliance, quality, and SLA performance
- Experience supporting multi-channel member operations (phone, chat, email, back-office)
- Experience building reporting and analyzing performance trends across operations
- Familiarity with Zendesk (or similar CRM), Looker/Mode, JIRA, Confluence
- Ability to interpret regulatory requirements and translate them into operational processes
- Strong analytical, documentation, and communication skills
- SQL or data querying experience (Bonus)
- Experience with dispute intake and processing teams (Bonus)
Benefits
Comp & perks- Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals
- Flexible hours and virtual-first work culture with a home office stipend
- Premium Medical, Dental, and Vision Insurance plans
- Generous paid parental and caregiver leave
- 401(k) savings plan with matching contributions
- Financial advisor and financial wellness support
- Flexible PTO and generous company holidays, including Juneteenth and Winter Break
- All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
vendor operationsdispute operationsrisk operationsBPO managementReg EReg ZUDAAPBSA/AMLSQLdata querying
Soft Skills
analytical skillsdocumentation skillscommunication skills