Senior Disputes Manager

4 days ago

Oakland, California, United States Marqeta Full time

Job Summary

We are seeking a highly skilled and experienced Senior Disputes Manager to join our team at Marqeta. As a key member of our Risk Operations department, you will be responsible for implementing and overseeing the day-to-day operations of our Disputes Program across all our partnerships.

Key Responsibilities

  • Evolving the end-to-end disputes strategy and operational tactics to ensure appropriate Network rules, processes, and reporting are in place to support disputes activity and evolution.
  • Managing end-to-end Network Dispute process and rules for disputes, including the facilitation and management of the arbitration and compliance processes.
  • Developing new and revising existing dispute rules in support of Marqeta's payments strategy, product offerings, and in pace with industry developments.
  • Providing subject matter expertise to identify and define business needs and requirements to support the development and implementation of operational/technical solutions in support of dispute rules.
  • Providing consulting and guidance to internal and external partners on the interpretation and application of dispute rules.
  • Ensuring rules and processes comply with all payment contractual obligations, including other networks, and providing consultation to product teams on industry standards.
  • Leading and developing a team comprised of both onshore and offshore team members, including performance management and productivity management.
  • Ensuring a delightful customer experience, ensuring all SLAs are met/exceeded, escalations are placed on a critical path, and solutions are implemented quickly.

Requirements

  • Bachelor's Degree preferred or equivalent combination of education and experience.
  • 7-10+ years related industry experience.
  • Demonstrated ability to achieve results through cross-functional, virtual teams.
  • Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules.
  • Superior communication skills (interpersonal, verbal, presentation, written, email).
  • Knowledge of dispute and chargeback trends, rules, and regulations, including Reg E, NACHA, ECheck, Reg Z, MasterCard, and Visa Chargeback rules.
  • A strong basis of problem-solving and process improvement skills.
  • Highly effective verbal and written communication and presentation skills with all levels of the organization, as well as senior executives and customers.
  • Strong interpersonal and collaborative skills to build partnerships and alliances internally and with external partners at all levels of the organization.
  • Ability to run after problems and find solutions.
  • Ability to leverage technology to drive process improvements.

Nice-to-Have

  • Experience with ACH, Wire, ATM, and Echeck dispute management.
  • Visa/MC Operational Experience or Settlement Experience.
  • Non-U.S. Based Disputes/Chargeback (EU/UK, Australia, Asia, etc).

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