Manager, Disputes, Chargebacks and Partner Performance

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $123k - $180.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💰 Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Marqeta

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

💳 Fintech

🤝 B2B

💰 Post-IPO Equity on 2021-06

Fintech • B2B • Payments

Marqeta is a leading modern card issuing platform that empowers businesses to integrate comprehensive credit and payment solutions seamlessly into their processes. Specializing in debit, credit, prepaid, and virtual cards, Marqeta provides dynamic spend controls, Just-in-Time (JIT) funding, and ensures compliance and risk management. The platform supports digital wallets, tokenization, and embedded finance, catering to industries such as digital banking, expense management, and on-demand services. With its open APIs, Marqeta facilitates the creation and management of card products, offering scalability and flexibility for enterprises ranging from startups to global companies.

📋 Description

• Performance Fanatic: You don’t sit around and wait for things to happen. You strategize, plan, and monitor a path to operational success based on the right data. • BPO Vendor Management: Manage the operational success of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadership. • Performance Analysis & Reporting: Monitor and analyze disputes and chargebacks data (KPIs, metrics, aging case volumes, provisional credit timelines) to identify trends and areas for improvement. • Process Optimization: Identify gaps, develop and implement sustainable and scalable solutions to enhance operational efficiency, case routing workflows, and cardholder resolution outcomes. • Quality Assurance & Compliance: Define what great looks like and collaborate with QA, Compliance, and Complaints teams to ensure adherence to Reg E, Reg Z, network rules, and regulatory requirements governing disputes processing. • Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our disputes case management, routing infrastructure, and CRM systems to improve agent efficiency and case resolution effectiveness. • Leadership & Coaching: Motivate staff, provide coaching, and influence positive outcomes to cultivate a high-performing disputes and chargebacks culture. • Escalation Management: Resolve complex cardholder disputes and high-risk chargeback cases during moments of truth. • Client Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, dispute resolution data, and operationally-driven efficiencies. • Change Management: Central role to new program launches, disputes procedures

🎯 Requirements

• 7+ years of Disputes & Chargebacks Operations experience with equivalent years of experience in the BPO industry or management of BPOs in a disputes or financial crimes context. • Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies. • Demonstrated ability to drive cardholder satisfaction and resolution outcomes using people, processes, or technology to deliver exceptional results. • Proven ability to influence and manage stakeholders (internal and external) to achieve positive outcomes in high-compliance environments. • Experience using data to drive insights and recommend changes for improvement, including case aging analysis and regulatory error rate monitoring. • Strong technical aptitude and skills including Google Suite, disputes case management platforms, Salesforce, Slack, Snowflake, AI and other analytical tools. • Familiarity and 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 adept at managing competing priorities in a high-volume, time-sensitive environment. • Exercises sound judgment and decision-making across diverse regulatory and operational scenarios. • Ability to travel globally.

🏖️ Benefits

• 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