Senior Dispute Analyst

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership of the entire disputes lifecycle, including intake, investigation, chargeback processing, and resolution of disputes.

• Create, maintain, and continuously enhance the standard operating procedures (SOPs) for disputes at every stage, ensuring that the content aligns with current consumer protection laws, network dispute regulations, and operational practices.

• Evaluate, implement, and fine-tune agentic investigation solutions throughout the disputes workflow, focusing on skill orchestration, arbitration automation, and automation tuning to reduce handling time for each case while maintaining quality.

• Document the context of investigations and develop the necessary skills and prompts that enable agentic tools to manage routine filings, generate statements, and handle representment volume efficiently.

• Manage intricate dispute situations, edge cases, and pre-arbitration and arbitration exceptions where outcomes rely on critical judgment and argumentation.

• Create and refine representment strategies; analyze dispute trends to uncover underlying causes and promote process enhancements.

• Establish and report on the KPIs and KRIs for the disputes program, generating actionable insights by analyzing operational trends and program performance data.

• Act as the liaison for any business process outsourcing relationships.

• Collaborate with Product and Engineering teams to articulate dispute requirements as enablers and to guide the roadmap for investigation tools.

• Mentor junior analysts and assist in training related to dispute handling, chargeback processing, and the use of investigation tools.

⛳️ Requirements

• Extensive, hands-on experience in managing card disputes and chargebacks, with a solid understanding of consumer protection laws and card network dispute regulations throughout the chargeback and representment lifecycle.

• Proven experience in owning specific risk or operations programs from start to finish with minimal guidance, including the creation of SOPs and defining the metrics that govern them.

• Demonstrated sound judgment in handling complex disputes, edge cases, and pre-arbitration and arbitration scenarios.

• Proficiency in building, testing, and optimizing automation or AI-assisted workflows, or a strong passion for managing agentic tools and transforming them into operational capabilities.

• Strong analytical abilities: capable of synthesizing operational and program performance data into trends, root cause analyses, and actionable insights.

• Excellent communication skills with internal stakeholders, partner banks, and, when necessary, regulators, capable of framing requirements as enablers rather than obstacles.

• A proactive approach to ownership and continuous improvement, along with the discernment to identify which cases should be automated and which require human intervention.

🏝️ Benefits

• Unlimited paid time off (PTO)

• 12 weeks of fully paid parental leave

• 4-week fully paid sabbatical (accrued at your 5-year anniversary)

• Work from anywhere: the flexibility to work from any location in the world for 4 weeks each year

• 3% cashback on card purchases through your complimentary Privacy.com employee account

• Health, vision, and dental insurance; HSA contribution match

• 401(k) matching

• Voluntary life insurance and short-term/long-term disability coverage