Card Disputes Manager

Mercury is building a complete finance stack for startups. We work hard to create the easiest and safest banking* experience possible to simplify entrepreneurs' and business owners’ financial lives.

We’re looking to hire a Dispute Investigation Manager to lead a team of Disputes Specialists responsible for delivering an exceptional customer experience while balancing risk. As the Dispute Investigation Manager, you will serve as the subject matter expert for disputes, drive operational KPIs, and support the investigations team through mentorship and coaching, all while upholding our commitment to exceptional customer service and regulator adherence. You will also contribute to impactful projects aimed at improving the efficiency and effectiveness of the Disputes function as a whole by partnering with our Vendor Management, Compliance, Bank Partnerships, and Customer Support teams.

*Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.

Here are some things you’ll do on the job:

• Mentor, coach, and support a team handling dispute intake and resolution processes for card and ACH disputes. 

• Be a dispute SME 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.

You should:

• Have 4 years of firsthand experience with the dispute management process at a fintech or other financial institution

• Have 2 years of experience managing card dispute teams

• Have a passion for mentoring and supporting team members, fostering knowledge sharing, professional development, and a collaborative team culture.

• Have experience in managing customer-facing queues and escalations

• Be obsessed with quality and workflow optimization 

• Have a strong understanding of Reg E and Reg Z dispute requirements

• Have familiarity with Mastercard and/or Visa chargeback rules

• Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards

• Have experience with Zendesk or other similar CRM tools 

• Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision

• Be an excellent collaborator and communicator - you can partner effectively with cross functional stakeholders to drive outcomes

• Exercise empathy and understanding when communicating with customers

• Communicate complicated concepts with efficiency and clarity

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $120,600 - $150,700

• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $108,500 - $135,600

• Canadian employees (any location): CAD $113,900 - $128,200

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

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