Senior Customer Support Agent (Cards & Banking, Live Chat)
PhantomFull Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Candidates must have at least 5 years of experience in payment disputes or fraud risk management. They should possess analytical skills, be process-oriented with a creative mindset, and have an understanding of compliance regulations like Reg E and Reg Z, as well as card network rules. Strong communication skills are also essential.
The Senior Disputes Analyst will monitor case queues, resolve escalations, and ensure adherence to service level agreements and compliance standards. Responsibilities include conducting quality audits, tracking recurring issues to drive improvements, partnering with Product, Risk, and Engineering teams to address edge cases, identifying and recommending improvements to tools and workflows, and maintaining operational dashboards with weekly summary reports.
Issuer processor platform for card issuance
Highnote operates in the card issuance industry by providing an issuer processor platform that simplifies the process of issuing cards for businesses. The platform offers various services such as transaction data management, identity verification, fund tracking, and transaction control. It is designed to be flexible and customizable, allowing businesses to create card products that fit their specific brand and needs. Highnote's clients include financial institutions and retail businesses that require card issuance services, particularly those looking to launch card products quickly. The platform includes tools like a GraphQL API, Notifications, and SDKs to facilitate rapid development and integration. Unlike many competitors, Highnote focuses on streamlining the card issuance process while offering extensive customization options. The company's goal is to make it easier for businesses to issue cards and bring their products to market efficiently.