Lead the end-to-end dispute resolution process between customers and merchants, ensuring fair, timely, and compliant outcomes.
Supervise and develop a team of dispute resolution specialists, analysts, and case managers; provide coaching, performance feedback, and growth opportunities.
Monitor and continuously improve metrics including resolution time, chargeback rates, customer satisfaction, and regulatory compliance.
Ensure full adherence to applicable financial regulations (e.g., Reg E, Reg Z, and card scheme rules) and internal risk policies.
Collaborate cross-functionally with teams such as Risk, Compliance, Legal, Product, and Customer Support to resolve complex or escalated disputes.
Drive implementation of scalable workflows, case management systems, and automation tools to enhance efficiency and accuracy in dispute handling.
Serve as the internal subject matter expert on financial dispute resolution and advise product and policy teams on risk mitigation strategies.
Analyze data to identify dispute trends, root causes, and merchant behavior insights that support strategic improvements.
Manage third-party processors or dispute-handling vendors, ensuring service-level agreements and compliance standards are met.
Represent the department in audits, regulatory examinations, and executive briefings as needed.
Key Responsibilities
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Skills, Knowledge & Expertise
Bachelor’s degree in Finance, Business Administration, Law, or a related field (Master’s degree preferred).
Minimum 5 years of experience in fintech, banking, or digital payments with a strong focus on chargeback or dispute resolution or operational leadership.
Demonstrated success in leading customer-facing teams or financial arbitration functions in regulated environments.
In-depth knowledge of relevant regulatory frameworks, including Reg E, Reg Z, and global card network rules (Visa, Mastercard).
Experience with digital payment platforms, chargeback processes, and merchant relationship management.
Strong communication, negotiation, and partner management capabilities.
Proficiency in CRM, dispute case management platforms, and familiarity with reporting/automation tools.
Strong analytical mindset and data-driven decision-making approach.
High ethical standards and a customer-centric philosophy.
Ability to thrive in a dynamic, fast-paced, tech-oriented environment.
Experience with cross-border or multi-currency transaction systems.
