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Senior Disputes Specialist



United States · San Francisco, CA, USA · Portland, OR, USA · New York, NY, USA · Portland, OR, USA · San Francisco, CA, USA · Canada · Remote
Posted on Wednesday, June 12, 2024

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.

We’re looking to hire a Senior Disputes Specialist to deliver magical customer experiences all while balancing risk. As a Senior 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.

In addition to your designated queue of dispute cases, you’ll be responsible for making high complexity decisions on escalated cases. You will also leverage your expertise to directly contribute to ongoing projects that move Mercury’s dispute program forward.

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust®; Members FDIC.

Here are some things you’ll do on the job:

  • 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 Engineering and Product teams and inform the creation of new internal tooling
  • Identify and execute opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates

You should:

  • 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
  • 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

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

  • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $85,300 - $100,300 USD
  • US employees outside of New York City, Los Angeles, Seattle or the San Francisco Bay Area: $76,800 - $90,300 USD
  • Canadian employees (any location): CAD $77,600 - $91,300

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.