Dispute Analyst 2

About the Team/Role

The Dispute Analyst 2 is responsible for the analysis and processing of Mastercard and Visa disputes from our WEX payment card customers. The Disputes Team is the liaison between the Mastercard/Visa (schemes) and our customers, facilitating the chargeback/dispute process between them to recover funds on disputed transactions for our customers. This process is extremely time sensitive, and must be performed within WEX defined policies and the schemes' rules and regulations. The Disputes Team plays a critical role, balancing the interests of our customers (often large, strategic relationships) and our relationships with Mastercard and/or Visa, while mitigating financial risk to WEX.

How you'll make an impact

• Process chargebacks/disputes through all required phases of the scheme cycles accurately and within the required timeframes.

• Ensure appropriate tracking, handling and documentation of dispute records. Adhere to all scheme chargeback/dispute rules and guidelines, modifying processes in a timely manner, as needed, to respond to scheme 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 help resolve issues.

• Collaborate with Account and Client Relationship Managers to ensure customer satisfaction.

• Assist with preparation of external chargeback/dispute reporting and scorecards for our large, strategic customers.

• Work closely with customers to implement and enhance processes for submitting and managing disputes.

• Provide education to customers about WEX chargeback/dispute processes and Mastercard/Visa rules and regulations.

• Meet or exceed performance and productivity targets consistently.

• Support system enhancements and process improvement initiatives.

Experience you'll bring

Minimum Required Qualifications for Consideration:

• 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 required with web based applications, G-suite, and/or MicroSoft applications.

• Professional in nature; 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.

Preferred Qualifications:

• 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.