Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as ACH disputes

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

Meet performance targets across key quality and productivity metrics

Identify opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates

Maintain a positive user experience, while mitigating risks to Mercury

2–5+ years of experience in customer support or investigations, including direct customer interaction and/or escalation handling; dispute experience and familiarity with card scheme (such as Visa or Mastercard) chargeback rules are a plus

Have experience in banking, fintech, or other financial services

Have experience in managing customer-facing queues to support caseloads

Have experience with Zendesk or other similar CRM tools

Disputes Specialist

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Mercury

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