Disputes Operations Specialist

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

Stripe Product Experience Ops (PXO) is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe's Banking as a Service (BaaS) product teams - Issuing, Treasury, and Capital - to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As a Disputes Operations Specialist, you will be a subject matter expert on card disputes, chargebacks, and/or transaction exceptions. You’ll manage our dispute intake and resolution processes and handle transaction exceptions, using our internal tooling and working with our User Operations team and our partner banks to ensure that all users have an outstanding experience using Stripe.

Responsibilities 

• Handle dispute intake and end-to-end dispute resolution processes, from initial submissions to pre-presentments, pre-arbitration, and arbitration cases

• Manage banking transaction exceptions, including ACH returns and reversals, user offboarding, and remote check deposit

• Deep dive into complex transactions or disputes and take appropriate actions in accordance with Stripe’s policies and applicable regulations

• Communicate with Stripe’s partner bank(s) to resolve transactional issues

• Perform root cause analysis and identify lessons learned to inform operational procedures 

• Understand and comply with Stripe and partner bank policy, laws, regulations, and the BSA/AML Program

• Provide world class support to our customers via email and phone, if needed, in order to resolve transactional questions

• Work with our dedicated developers to identify and support improvements to the user experience and/or internal tooling

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• At least two years of back office operations experience in commercial or consumer banking, with direct experience handling card disputes and/or transaction exceptions

• Strong understanding of banking and card products

• Outstanding written and verbal communication skills

• Strong analytical skills and attention to detail

• Experience working directly with users who have questions regarding their disputes and/or transactions

• Experience owning queue-based work efforts and adhering to internal SLAs in a fast-paced environment

Preferred qualifications

• Familiarity with US Regulation E and Regulation Z

• Familiarity with either Visa or MasterCard dispute resolution rules & procedures

• Familiarity with NACHA rules 

• Experience with SQL