Senior Disputes Specialist

Summary

Join Mercury, a fintech company building a banking stack for startups, as a Senior Disputes Specialist. You will be a subject matter expert, handling card and ACH dispute intake, investigation, and resolution. You will manage a high-volume caseload, make high-complexity decisions on escalated cases, and contribute to ongoing projects improving Mercury's dispute program. This role requires strong experience in dispute resolution, a deep understanding of relevant regulations, and excellent communication skills. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• Have 5+ years of card disputes intake and resolution experience
• Have a strong understanding of RegE dispute requirements
• Have familiarity with Mastercard and/or Visa chargeback rules
• Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
• Communicate complicated concepts with efficiency and clarity

Responsibilities

• Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as banking transaction exceptions (e.g., ACH returns)
• 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
• Manage a high-volume caseload within service level agreements and with critical attention to detail
• Submit chargebacks to Mastercard on an as needed basis
• Document rationale for risk decisions with supporting documentation
• Maintain a positive user experience, while mitigating risks to Mercury
• Handle high complexity or escalated dispute cases that require deep expertise
• Write clear documentation on current processes and surface gaps in disputes policy
• Serve as an subject matter experts to cross functional teams and inform the creation of new internal tooling and workflows
• Identify and execute opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates

Preferred Qualifications

• Have issuer-specific experience
• Have experience in banking, fintech, or other financial services
• Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
• Be curious about the US banking system, startups, and ecommerce companies

Benefits

• Base salary
• Equity (stock options)
• Benefits