Disputes Specialist

<p>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.&nbsp;</p> <p>We’re looking to hire a Disputes Specialist to deliver magical customer experiences all while balancing risk. As a Disputes Specialist, 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.</p> <p><em>*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.</em></p> <h3>In this role, you will:</h3> <ul> <li>Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as ACH disputes&nbsp;</li> <li>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</li> <li>Manage a high-volume caseload within service level agreements and with critical attention to detail</li> <li>Submit chargebacks to Mastercard on an as needed basis</li> <li>Document rationale for risk decisions with supporting documentation</li> <li>Meet performance targets across key quality and productivity metrics&nbsp;</li> <li>Identify opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates</li> <li>Maintain a positive user experience, while mitigating risks to Mercury</li> </ul> <h3>You should:</h3> <ul> <li>2–5+ years of experience in customer support or investigations, including direct customer interaction and/or escalation handling; dispute experience and familiarity with card scheme (such as Visa or Mastercard) chargeback rules are a plus</li> <li>Have experience in banking, fintech, or other financial services</li> <li>Have experience in managing customer-facing queues to support caseloads</li> <li>Have experience with Zendesk or other similar CRM tools&nbsp;</li> <li>Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision</li> <li>Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, debit cards and credit cards&nbsp;</li> <li>Exercise empathy and understanding when communicating with customers</li> <li>Communicate complicated concepts with efficiency and clarity</li> <li>Be curious about the US banking system, startups, and ecommerce companies</li&g