[Remote] Card Disputes Manager at Mercury

New York, New York, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

4 years of firsthand experience with the dispute management process at a fintech or other financial institution
2 years of experience managing card dispute teams
Passion for mentoring and supporting team members, fostering knowledge sharing, professional development, and a collaborative team culture
Experience in managing customer-facing queues and escalations
Obsession with quality and workflow optimization
Strong understanding of Reg E and Reg Z dispute requirements
Familiarity with Mastercard and/or Visa chargeback rules
Product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
Experience with Zendesk or other similar CRM tools
Highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
Excellent collaborator and communicator
Ability to exercise empathy and understanding when communicating with customers
Ability to communicate complicated concepts with efficiency and clarity

Responsibilities

Mentor, coach, and support a team handling dispute intake and resolution processes for card and ACH disputes
Serve as the subject matter expert for disputes, with an understanding of the end-to-end card resolution process, including pre-arbitration and arbitration, as well as banking transaction exceptions and ACH returns
Help manage the day-to-day operations of the dispute investigation BPO workforce
Improve team efficiency and effectiveness by driving and tracking performance metrics
Execute step-level changes to the Disputes program by partnering with cross-functional teams to scope, design, test, and implement standard operating procedures
Partner with Quality, Learning & Development, and Risk Program Managers to drive quality improvements through continuous learning
Help the team achieve exceptionally high standards of quality and accuracy while fostering genuine customer trust and satisfaction
Provide guidance on escalated dispute cases
Ensure regulatory compliance for consumer disputes covered by Regulation E
Collaborate with cross-functional stakeholders to drive initiatives across Learning & Development, Workforce Management, and Change Management

Skills

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health, dental, & vision

Custom equipment setup

401(K) matching

12+ weeks paid parental leave

Book budget

Wellness benefits

Grocery budget

Paid lunch

Personalized callsign

Unlimited vacation policy (with mandatory minimum)

Risks

Mercury's decision to stop serving certain countries may lead to customer loss.

Integration challenges from the Teal acquisition could disrupt services.

Expansion into consumer banking might divert focus from core startup services.

Differentiation

Mercury offers both business and personal banking services, unlike many fintech competitors.

The company provides integrated financial management tools, enhancing startup operational efficiency.

Mercury's Raise program connects startups with investors, mentors, and other founders.

Upsides

Mercury secured a $100 million credit warehouse to expand its credit card business.

The acquisition of Teal enhances Mercury's financial management offerings for startups.

Mercury Personal expands market reach by attracting tech-savvy individuals.

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