Manager, Disputes, Chargebacks, Partner Performance

🕒 vor 1 Tag

🇺🇸 Vereinigte Staaten – Remote

💵 $123.000 - $153.800 / Jahr

⏰ Vollzeit

🟠 Senior

🔴 Experte

💰 Account Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Marqeta

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 2010

💼 Beratung

📦 Logistik

💳 Fintech

💰 Post-IPO Equity im 2021-06

Consulting • Logistics • Fintech

Marqeta ist eine führende moderne Kartenplattform, die Unternehmen befähigt, umfassende Kredit- und Zahlungslösungen nahtlos in ihre Prozesse zu integrieren. Spezialisiert auf Debit-, Kredit-, Prepaid- und virtuelle Karten bietet Marqeta dynamische Ausgabenkontrollen, Just-in-Time (JIT) Finanzierung und sorgt für Compliance und Risikomanagement. Die Plattform unterstützt digitale Geldbörsen, Tokenisierung und Embedded Finance und richtet sich an Branchen wie digitales Banking, Ausgabenmanagement und On-Demand-Services. Mit seinen offenen APIs erleichtert Marqeta die Erstellung und Verwaltung von Kartenprodukten und bietet Skalierbarkeit und Flexibilität für Unternehmen, die von Start-ups bis zu globalen Unternehmen reichen.

Beschreibung

• Manage the operational success of multiple programs across multiple products through relationships with operational BPO site leadership • Monitor and analyze disputes and chargebacks data, including KPIs, metrics, aging case volumes, and provisional credit timelines • Identify operational gaps and implement scalable solutions for efficiency, case routing workflows, and cardholder resolution outcomes • Define quality standards and collaborate with QA, Compliance, and Complaints teams on Reg E, Reg Z, network rules, and regulatory requirements • Drive enhancements using new tooling and AI solutions across disputes case management, routing infrastructure, and CRM systems • Motivate staff, provide coaching, and cultivate a high-performing disputes and chargebacks culture • Resolve complex cardholder disputes and high-risk chargeback cases • Collaborate with Program stakeholders to enhance cardholder experience through dispute-resolution data and operational efficiencies • Lead change management for new program launches and disputes procedures

🎯 Anforderungen

• 7+ years of Disputes & Chargebacks Operations experience, or equivalent experience in the BPO industry or management of BPOs in a disputes or financial crimes context • Strong communication skills and a track record of creating and executing strategic operational efficiencies • Ability to drive cardholder satisfaction and resolution outcomes using people, processes, or technology • Ability to influence and manage internal and external stakeholders in high-compliance environments • Experience using data to drive insights and recommend improvements, including case aging analysis and regulatory error rate monitoring • Strong technical aptitude with Google Suite, disputes case management platforms, Salesforce, Slack, Snowflake, AI, and other analytical tools • First-hand knowledge of fintech, banking, or payments, particularly issuer-side dispute processing under Reg E and/or Reg Z • Positive attitude, team player, adaptable, and resourceful • Detail-oriented, organized, and able to manage competing priorities in a high-volume, time-sensitive environment • Sound judgment and decision-making across diverse regulatory and operational scenarios • Ability to travel globally • Deep knowledge of Visa, Mastercard, Pulse, and Maestro payment network chargeback rules is a nice-to-have; network certification is a plus • Experience managing BPO dispute operations at scale, including provisional credit workflows and resolution notice compliance, is a nice-to-have • Documentation skills for internal and external dispute procedure guides are a nice-to-have • Experience implementing and scaling disputes case routing and prioritization frameworks is a nice-to-have • Experience integrating AI solutions into BPO dispute operations is a nice-to-have

🏖️ Vorteile

• Annual bonuses for eligible employees • Multiple health insurance options • Flexible time off – take what you need • Retirement savings program with company contribution and after tax contributions • Equity in a publicly-traded company and an Employee Stock Purchase Program • Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave • Free therapy sessions, financial and professional coaching, and legal advice • Monthly stipend to support our remote work model • Annual “development dollars” to support our people growth and development • Through Flex First, the freedom to live and work wherever you and your family thrive