Engagement Manager
EVERSANA
Card Disputes Manager
Mercury
full-time
Posted on:
Location Type: Remote
Location: Remote • California, New York, Oregon • 🇺🇸 United States
Visit company websiteSalary
💰 $108,500 - $150,700 per year
Job Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- Mentor, coach, and support a team handling dispute intake and resolution processes for card and ACH disputes.
- Be a dispute SME with an understanding of the end-to-end card resolution process, including pre-arbitration and arbitration, as well as banking transaction exceptions and ACH returns.
- Help manage the day-to-day operations of the dispute investigation BPO workforce.
- Improve team efficiency and effectiveness by driving and tracking performance metrics.
- Execute step-level changes to the Disputes program by partnering with cross-functional teams to scope, design, test, and implement standard operating procedures.
- Partner with Quality, Learning & Development, and Risk Program Managers to drive quality improvements through continuous learning.
- Help the team achieve exceptionally high standards of quality and accuracy while fostering genuine customer trust and satisfaction.
- Provide guidance on escalated dispute cases.
- Ensure regulatory compliance for consumer disputes covered by Regulation E.
- Collaborate with cross-functional stakeholders to drive initiatives across Learning & Development, Workforce Management, and Change Management.
Requirements
- Have 4 years of firsthand experience with the dispute management process at a fintech or other financial institution
- Have 2 years of experience managing card dispute teams
- Have a passion for mentoring and supporting team members, fostering knowledge sharing, professional development, and a collaborative team culture.
- Have experience in managing customer-facing queues and escalations
- Be obsessed with quality and workflow optimization
- Have a strong understanding of Reg E and Reg Z dispute requirements
- Have familiarity with Mastercard and/or Visa chargeback rules
- Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
- Have experience with Zendesk or other similar CRM tools
- Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
- Be an excellent collaborator and communicator - you can partner effectively with cross functional stakeholders to drive outcomes
- Exercise empathy and understanding when communicating with customers
- Communicate complicated concepts with efficiency and clarity
Benefits
- base salary
- equity (stock options)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
dispute managementcard resolution processpre-arbitrationarbitrationbanking transaction exceptionsACH returnsquality improvementperformance metricsworkflow optimizationRegulation E compliance
Soft skills
mentoringcoachingteam supportcollaborationcustomer trustcommunicationempathyproblem-solvingprofessional developmentleadership
