Manager, Disputes, Chargebacks, Partner Performance

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $123k - $153.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💰 Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Marqeta

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

💼 Consulting

📦 Logistics

💳 Fintech

💰 Post-IPO Equity on 2021-06

Consulting • Logistics • Fintech

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

• Manage the operational success of multiple programs across multiple products through effective 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 sustainable, 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 • Build relationships with Program stakeholders to improve cardholder experience through dispute-resolution data and operational efficiencies • Lead change management for new program launches and disputes procedures

🎯 Requirements

• 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 • Technical proficiency 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, adaptable, resourceful, team-oriented approach • Detail-oriented, organized, and able to manage competing priorities in high-volume, time-sensitive environments • Sound judgment and decision-making across diverse regulatory and operational scenarios • Ability to travel globally • Deep knowledge of payment network chargeback rules for Visa, Mastercard, Pulse, and Maestro is a plus • Experience managing BPO dispute operations at scale, including provisional credit workflows and resolution notice compliance is a plus • Documentation skills for internal and external dispute procedure guides are a plus • Experience implementing and scaling dispute case-routing and prioritization frameworks is a plus • Experience integrating AI solutions into BPO dispute operations is a plus

🏖️ Benefits

• 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