Disputes Analyst

Summary

Join Brightwell as a Dispute Resolution Analyst and contribute to our innovative global money transfer solutions. This remote position, based in the National Capital Region, involves investigating and resolving card disputes, mitigating fraud risks, and analyzing transactional activities. You will collaborate with internal and external teams, ensuring compliance with regulations and network rules. The role requires strong analytical and problem-solving skills, experience in financial investigations, and expertise in card network rules. Brightwell offers a diverse and inclusive work environment.

Requirements

• Bachelor’s degree in a related field, or equivalent years of related work experience
• Mastery of the English language, with all communications conducted in English
• 2+ years of experience in a financial institution or law enforcement role, with a focus on fraud, AML, or card fraud investigations
• Strong understanding of regulatory requirements and timeframes for handling disputes, including Reg E, and network-specific rules
• Expertise in Card Network Rules (Visa, Mastercard, etc.), including chargeback policies, reason codes, and dispute platforms such as Visa Resolve Online (VROL)
• Experience with merchant and acquirer dispute processes, including chargebacks, representment, and arbitration, along with knowledge of documentation requirements and fraud liability considerations
• Understanding of the issuer’s role in the dispute process, including dispute intake, investigation, and resolution, while ensuring compliance with network rules and internal policies
• Demonstrated decision-making skills and the ability to communicate effectively with users
• Genuine interest in fraud detection and prevention, with a proactive approach to identifying risks
• Strong analytical, quantitative, and problem-solving skills, with the ability to recognize patterns and report findings clearly and concisely
• Sound judgment and confidence in decision-making
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• High attention to detail, with work that may be closely monitored due to the sensitive nature of dispute resolution
• Flexibility to work across multiple dispute types (e.g., fraud, ATM, merchant disputes) and adapt to different entities as needed

Responsibilities

• Perform initial triage of disputes, verifying they meet dispute criteria under Reg E, and network rules before initiating the resolution process
• Conduct a preliminary investigation and take initial steps, such as gathering documentation and confirming transaction details, before escalating to the third-party dispute team
• Interact with merchants when applicable to resolve disputes directly, reducing resolution time and preventing unnecessary chargebacks
• Identify discrepancies in disputes and take appropriate action to ensure accurate and timely resolution
• Review and document cardholder claims, such as fraud and identity theft, ensuring proper categorization and supporting documentation
• Collaborate with internal teams (e.g., Customer Service, Fraud, and third-party dispute processors) to facilitate dispute resolution
• Maintain accurate documentation of dispute cases, including cardholder interactions, emails, and supporting evidence
• Track and report dispute trends, identifying emerging patterns that may require further investigation or process improvements
• Perform other duties as assigned to support dispute operations and compliance efforts

Preferred Qualifications

• Experience working with FIS Fraud Tools and/or Disputes Team
• Experience working with Fiserv AML Risk Manager
• Experience working with case management/disputes workflow system
• Experience working with prepaid cards and remittance transfers

Benefits

Remote work