Senior Disputes Analyst

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 a Senior Dispute Analyst, you are responsible for carrying out Marqeta's Dispute and Chargeback services for its clients. This position analyzes incoming disputes and submits chargebacks to the relevant network. You will handle escalated issues from various sources, supervise resolving inquiries and problems brought up by our offshore team members, and guarantee that all tasks are completed within the set service level agreements.

You will join a team of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. Bringing an innovative, high-tech, modern and inspiring approach that helps to align employees with Marqeta’s vision, fun culture and business strategy is essential. 

What You’ll Do

• Understand and clearly explain Visa/MasterCard/Pulse/Maestro regulations as necessary to our customers.
• Maintain or exceed established standards (SLAs) for customer service 
• Use multiple customer support software tools to resolve issues including Zendesk, Slack, internal and external web portals
• Resolve moderate/complex issues with little or no supervision or direction.
• Manage inbound escalations from multiple sources to resolution and identification of potential processing problems requiring escalations to product and engineering teams
• Work with peers and leadership to communicate dispute trends and share best practices, ideas, and information within Marqeta and our customers.
• Coordinate with our Issuing Bank partners to ensure that Marqeta is compliant with their requirements for monitoring, reporting, and dispute resolution.
• Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation.

What we're looking for

• 5+ years of relevant experience (financial services, payment industry, etc)
• Strong understanding of Card Network regulations related to chargeback processing
• Working knowledge of EU Regulations,  data privacy and other regulatory requirements for dispute management
• Able to work independently with high volume caseloads processed with high quality
• Experience in direct customer interaction; ability to talk through complex cases and render positive outcomes 
• 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)
• Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who      is able to work independently
• Bachelor’s degree or equivalent experience. Master’s degree is a plus.
• Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments. 

Manager

• To Be Hired in Warsaw

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!

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