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Dispute Resolution Specialist

1 week 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. Through strategic partnerships and technological advancements, Brightwell facilitates cross-border payments, offering a range of options including bank transfers, mobile wallets, and cash transactions.

Our Goal:

We're searching for a Dispute Resolution Analyst to join our team. As a Dispute Resolution Analyst, you will be responsible for investigating, researching, and resolving card disputes and executing risk/fraud mitigation operations for Brightwell on a daily basis.

Your Role:

  • 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

Requirements:

  • 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