Dispute Investigator

Gen Z is the generation of the side hustle. 💪🏻 They're creators. 👩‍🎤 They're freelancers. 🧑‍💻 They're investors. 👩‍💼 And they're not afraid to take on challenges, especially when it comes to their finances - and we're here for it.

Step is a next-generation financial services company building a better banking experience to help teens and young adults achieve financial independence and knowledge at an earlier age. We're on a mission to improve the financial future of the next generation by empowering teens to start their financial journey today. Step is a well-funded Series C company that has raised more than $175M, focused on disrupting the banking industry through a differentiated mobile-first consumer experience.

People love our product. We eclipsed over 5.5M million customers, and if you're looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you!

The Role

As a Dispute Investigator, you'll play a crucial role in addressing and resolving cardholder disputes related to their Step account, including issuing & acquiring disputes, chargebacks, credit dispute reports, fraud claims, and merchant discrepancies. You'll ensure our cardholders receive clear, compassionate support during complex financial situations.

Responsibilities

Investigate and resolve cardholder disputes (issuing/acquiring), including chargebacks, fraud claims, and credit disputes.
Provide clear, empathetic but professional support for users throughout the acquiring or issuing dispute process.
Focus on process improvements by continuously seeking ways to improve the dispute resolution process, aiming for increased efficiency and user satisfaction.
Ensure all dispute resolution activities are compliant with federal regulations E & Z as well as VISA chargeback guidelines. Maintain accurate records and perform daily reporting tasks.
Review and process 100+ dispute cases daily while maintaining 95%+ QA thresholds.
Compile and submit evidence for chargebacks, and coordinate with payment processors.
Conduct fraud reviews for credit dispute reports; escalate patterns or trends as needed.
Ability to identify and escalate fraud trends and/or other commonalities.

Qualifications

2+ years of experience in issuing/acquiring disputes, preferably in fintech or financial services
Proven ability to thrive in high-volume, high-output environments
Excellent written and verbal communication skills to establish productive working relationships with staff and management at all levels
Experience working with cross-functional teams such as fraud, compliance, trust & safety and customer experience when working on dispute claims
Ability to effectively identify, prioritize, and handle multiple dispute cases simultaneously
Strong understanding of Reg E, Reg Z, and card network rules (Visa, Mastercard)
Strong multitasking, prioritization, and decision-making skills
Comfortable operating in a fast-paced, evolving environment with a growth mindset

Preferred Experience

Experience drafting rebuttals for acquiring disputes and gathering evidence across systems
Knowledge of fraud typologies (e.g. first-party vs. third-party fraud)
Familiarity with chargeback documentation and card network compliance protocols

Working at Step

Competitive salary based on experience, with full medical and dental benefits 💸
High potential for growth 📈
Stock in an early-stage startup 🤩
Flexible WFH and vacation policy 🏝
Paid parental Leave 🐣
Employee referral program 👯‍♀️👯
401K plan 💪🏻
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