Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
The Dispute Analyst analyzes and processes Mastercard and Visa disputes for WEX payment card customers. This role acts as a liaison between payment schemes and customers, managing the chargeback/dispute process to recover funds and mitigate financial risk for WEX, while balancing customer and scheme interests.
Responsibilities
- Process chargebacks/disputes through all required phases of scheme cycles accurately and within required timeframes.
- Ensure appropriate tracking, handling, and documentation of dispute records.
- Adhere to all scheme chargeback/dispute rules and guidelines, modifying processes as needed for rule changes.
- Adhere to all WEX defined policies, procedures, and controls related to Dispute Management.
- Support the development, documentation, implementation, and execution of chargeback/dispute best practices.
- Correspond with customers via email to address inquiries and resolve issues.
- Collaborate with Account and Client Relationship Managers to ensure customer satisfaction.
- Assist with preparation of external chargeback/dispute reporting and scorecards.
- Work closely with customers to implement and enhance dispute submission and management processes.
- Provide education to customers about WEX chargeback/dispute processes and Mastercard/Visa rules.
- Meet or exceed performance and productivity targets consistently.
- Support system enhancements and process improvement initiatives.
Requirements
- College degree and/or 2-4 years equivalent experience in the financial/payment services industry.
- Familiarity with general accounting principles and practices.
- Excellent written and verbal communication skills, analytical skills, and organizational skills.
- Results-driven, detail-oriented, and self-motivated.
- Intermediate or high proficiency with web-based applications, G-suite, and/or Microsoft applications.
- Professional demeanor; ability to work well under pressure and tight timelines.
- Excellent critical thinking, problem-solving, and decision-making skills.
- Excellent time-management, goal setting, and prioritization skills.
- Ability to collaborate with partners across all levels of the organization.
- Ability to operate calmly and effectively within a fast-paced, complex, and changing environment.
- Excellent interpersonal and customer service skills with the ability to process information and maintain dialogue with multiple teams.
- Previous chargeback and dispute process management within the major card brands (Mastercard and Visa).
- Demonstrated project management capabilities.
- Experience with the identification and execution of process improvement initiatives.
Skills
- Chargeback management
- Dispute resolution
- Customer service
- Communication skills
- Analytical skills
- Organizational skills
- Microsoft Office Suite
- G-Suite
- Project management
- Process improvement
Experience Level
- 2-4 years
Education Level
- College degree
Salary/Compensations
- $45,500.00 - $62,100.00
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
About the Company
- WEX provides comprehensive and market-competitive benefits designed to support personal and professional well-being.