[Remote] Senior Disputes Operations Associate

Note: The job is a remote job and is open to candidates in USA. Acorns is a financial wellness app that focuses on helping individuals save and invest money. The Senior Disputes Operations Associate will lead the resolution of complex transaction disputes and analyze data to prevent fraud losses while ensuring compliance with regulations.

Responsibilities

• Lead end-to-end resolution of complex transaction disputes, from investigation to final decision
• Liaise with customers and merchants to provide timely and accurate notice on cases
• Manage the lifecycle of filing, tracking and reconciliation of chargebacks, ensuring adherence to compliance protocol across Regulation E, NACHA rules, and Visa Operating Regulations
• Analyze data to pinpoint patterns for emerging merchant and fraud trends, reporting findings and recommendations to leadership
• Strategize and collaborate with leadership, cross-functional teams, external vendors and peers to improve internal processes, workflows, and preserve product health by identifying areas of opportunity to automate and streamline Dispute Operations
• Serve as a subject matter expert for the Banking Operations team, provide guidance on complex cases, monitor industry and regulatory rules updates, and maintain up-to-date Standard Operating Procedures (SOPs) with an acute attention to detail
• Assist leadership with formal complaint filing and other ad hoc requests

Skills

• 2+ years of experience in disputes, investigations, chargebacks, and banking operations, preferably within a FinTech environment
• Mastery of Regulation E and NACHA rules with extensive experience of Visa card rules (VCORE) and chargeback lifecycles
• Competency with Excel or similar data analysis programs, with the ability to interpret data to drive decision-making
• Experience collaborating with Risk Analysts to develop and improve controls, specifically regarding BIN blocks and analyzing merchants to mitigate financial loss
• Excellent written and verbal communication skills, with the ability to articulate complex regulatory concepts to stakeholders, provide excellent customer service, and create and upkeep comprehensive documentation on department procedures and operations
• A strategic mindset for improving processes and workflows to achieve efficient, scalable results
• Hunger to deliver game-changing products and results
• Exceptional drive and precision in delivery while balancing customers' experience
• A belief that your work is tied to your life's mission
• Optimism about the potential of societal change

Benefits

• A comprehensive benefits package for you and your family.
• 401(k) matching.
• Monthly Acorns account contribution & GoHenry account for your family.
• Mindfulness and Financial Wellness resources, Headspace and Addition Wealth.
• Acorns Career Development Program (Ongoing training sessions, development plans, development check-ins, Cornerstone’s online training platform).
• Roots Leadership Program for Emerging Leaders.
• Community week onsite gatherings and various virtual events.

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