Senior Disputes Specialist

Summary

Join Mercury, a fintech company building a banking stack for startups, as a Senior Disputes Specialist - Strategic Projects. You will be a disputes subject matter expert, driving strategic projects focused on regulatory compliance, process development, and tooling enhancements. Collaborate with cross-functional teams to improve dispute processes and contribute to ongoing projects. This role requires expertise in dispute resolution, regulatory compliance (Reg E, NACHA, MasterCard rules), and project management. You will handle complex disputes, support audits, and maintain a positive user experience. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• Have 5+ years of card disputes intake and resolution experience; bonus if it’s issuer-specific experience
• Have 2+ years of experience building programs or processes
• Have a strong understanding of RegE dispute requirements
• Have familiarity with Mastercard and/or Visa chargeback rules
• Strong project and stakeholder management expertise
• Have experience in banking, fintech, or other financial services
• Have experience in managing customer-facing queues to support excessive caseloads and/or handle customer escalations as required
• 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
• Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
• Exercise empathy and understanding when communicating with customers
• Communicate complicated concepts with efficiency and clarity
• Be curious about the US banking system, startups, and ecommerce companies

Responsibilities

• Own and maintain dispute procedures, acting as a subject matter expert of the dispute resolution process, identifying and remediating gaps
• Support new products and tooling launches, working closely with Product, Engineering, Risk Strategy, Compliance, Bank Partnerships, and support teams to operationalize
• Collaborate with internal stakeholders to identify, plan, and execute projects to ensure accurate processing of disputes in adherence to Regulations E and NACHA Operating Rules, MasterCard payment network rules, and other applicable regulations and guidelines
• Identify and execute opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates
• Handle high complexity or escalated dispute cases that require deep expertise
• Support bank partner audits, using dispute expertise to respond accurately and timely
• Maintain a positive user experience, while mitigating risks to Mercury

Preferred Qualifications

Issuer-specific experience

Benefits

• Base salary
• Equity (stock options)
• Benefits