Manager, Chargebacks and Disputes

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time.   Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

As Marqeta’s  Manager, Chargebacks and Disputes, you will oversee, recommend and implement processes in the resolution of chargeback and disputes supporting Marqeta’s European programs. The ideal candidate for this position has a strong background in dealing with EU payment regulations and association chargeback rules, as well as strong team leadership skills.

This role will be performed in Warsaw, Poland. We’d love for you to join us!

What You’ll Do

• Evolve the end-to-end disputes strategy and operational tactics to ensure appropriate Network rules, processes and reporting are in place to support disputes activity and evolution.
• Manage end-to-end Network Dispute process and rules for disputes including the facilitation and management of the arbitration and compliance processes.
• Provide subject matter expertise to identify and define business needs and requirements to support the development and implementation of operational/technical solutions in support of dispute rules.
• Provide consulting and guidance to internal and external partners on the interpretation and application of dispute rules.
• Lead and develop a team comprised of both onshore and offshore team members that includes performance management and productivity management.
• Ensure a delightful customer experience, ensuring all SLAs are met/exceeded, escalations are placed on a critical path and solutioned quickly.
• Deliver on V2MOM goals, targets and monitor service quality.

What We’re Looking For 

• Bachelor’s Degree preferred or equivalent combination of education and experience.
• 7-10+ years related industry experience.
• Demonstrated ability to achieve results through cross-functional, virtual teams.
• Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules.
• Superior communication skills (interpersonal, verbal, presentation written, email)
• Superior Knowledge of dispute and chargeback trends, rules and regulations including PSD2, GDPR, along with MasterCard, Pulse and Visa Chargeback rules.
• A strong basis of problem solving and process improvement skills.
• Highly effective verbal and written communication and presentation skills with all levels of the organization, as well as senior executives and customers.
• Strong interpersonal and collaborative skills to build partnerships and alliances internally and with external partners at all levels of the organization.
• Ability to run after problems and find solutions.
• Ability to leverage technology to drive process improvements.

Nice-To-Haves

• Strong SQL, Database and/or querying skills

Your Manager

• Lisa Valles, Sr. Director of Disputes 

Your Team

• Dispute Operations
• Card Program Management

Recruiter For This Role

• Steve Pestorich, Senior Staff Recruiter

Typical Process

• Application submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!