Disputes Analyst

4 days ago

Manila, National Capital Region, Philippines Brightwell Full time

What We Do:
Brightwell is a pioneering payments company dedicated to providing innovative solutions and technology for global money transfers while navigating the intricate landscape of regulatory requirements. Through strategic partnerships and technological advancements, Brightwell facilitates cross-border payments, offering a range of options including bank transfers, mobile wallets, and cash transactions. With a focus on unparalleled fraud detection and transaction monitoring supported by a team of global payment experts, Brightwell empowers businesses and individuals to seamlessly manage and move money worldwide.

Who We Need:
We're searching for a Dispute Resolution Analyst to join our crew. As our Dispute Resolution Analyst, you will be responsible for investigating, researching, and resolving card disputes and will execute risk/fraud mitigation operations for Brightwell on a daily basis. In this role, you will analyze various anomalous transactional activities and identify and categorize threats and risks.

This is a REMOTE position, but candidates must be located in the National Capital Region.

What You'll Do:

  • Perform initial triage of disputes, verifying they meet dispute criteria under Reg E, and network rules before initiating the resolution process.
  • Conduct a preliminary investigation and take initial steps, such as gathering documentation and confirming transaction details, before escalating to the third-party dispute team.
  • Interact with merchants when applicable to resolve disputes directly, reducing resolution time and preventing unnecessary chargebacks.
  • Identify discrepancies in disputes and take appropriate action to ensure accurate and timely resolution.
  • Review and document cardholder claims, such as fraud and identity theft, ensuring proper categorization and supporting documentation.
  • Collaborate with internal teams (e.g., Customer Service, Fraud, and third-party dispute processors) to facilitate dispute resolution.
  • Maintain accurate documentation of dispute cases, including cardholder interactions, emails, and supporting evidence.
  • Track and report dispute trends, identifying emerging patterns that may require further investigation or process improvements.
  • Perform other duties as assigned to support dispute operations and compliance efforts.

As a Dispute Resolution Analyst, you have:

  • Bachelor's degree in a related field, or equivalent years of related work experience.
  • Mastery of the English language, with all communications conducted in English.
  • 2+ years of experience in a financial institution or law enforcement role, with a focus on fraud, AML, or card fraud investigations.
  • Strong understanding of regulatory requirements and timeframes for handling disputes, including Reg E, and network-specific rules.
  • Expertise in Card Network Rules (Visa, Mastercard, etc.), including chargeback policies, reason codes, and dispute platforms such as Visa Resolve Online (VROL).
  • Experience with merchant and acquirer dispute processes, including chargebacks, representment, and arbitration, along with knowledge of documentation requirements and fraud liability considerations.
  • Understanding of the issuer's role in the dispute process, including dispute intake, investigation, and resolution, while ensuring compliance with network rules and internal policies.
  • Demonstrated decision-making skills and the ability to communicate effectively with users.
  • Genuine interest in fraud detection and prevention, with a proactive approach to identifying risks.
  • Strong analytical, quantitative, and problem-solving skills, with the ability to recognize patterns and report findings clearly and concisely.
  • Sound judgment and confidence in decision-making.
  • Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  • High attention to detail, with work that may be closely monitored due to the sensitive nature of dispute resolution.
  • Flexibility to work across multiple dispute types (e.g., fraud, ATM, merchant disputes) and adapt to different entities as needed.

We'll give you extra credit for:

  • Experience working with FIS Fraud Tools and/or Disputes Team.
  • Experience working with Fiserv AML Risk Manager.
  • Experience working with case management/disputes workflow system.
  • Experience working with prepaid cards and remittance transfers.

Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.

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