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Disputes Analyst

Warsaw, Poland

As Marqeta’s  Dispute Analyst, you will  be responsible for carrying out Marqeta's Dispute and Chargeback services for our clients.  You will join a team of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. This position analyzes incoming disputes and submits chargebacks to the relevant network. You will handle escalated issues from various sources, supervise resolving inquiries and problems brought up by our offshore team members, and guarantee that all tasks are completed within the set service level agreements.

This role can be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office.  We’d love for you to join us!

The Impact You’ll Have

  • Understand and clearly explain Visa/MasterCard/Pulse/Maestro regulations as necessary to our customers.
  • Maintain or exceed established standards (SLAs) for customer service 
  • Use multiple customer support software tools to resolve issues including Salesforce, Slack, internal and external web portals
  • Resolve moderate/complex issues with little or no supervision or direction.
  • Manage inbound escalations from multiple sources to resolution and identification of potential processing problems requiring escalations to product and engineering teams
  • Work with peers and leadership to communicate dispute trends and share best practices, ideas, and information within Marqeta and our customers.
  • Coordinate with our Issuing Bank partners to ensure that Marqeta is compliant with their requirements for monitoring, reporting, and dispute resolution.
  • Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation.

Who You Are

  • 2 - 3+ years of relevant experience (financial services, payment industry)
  • Minimum 2+ years of disputes processing experience (issuing or acquiring side)
  • Strong understanding of Card Network regulations (VISA, MC and SMS) related to chargeback processing
  • Working knowledge of EU Regulations,  data privacy and other regulatory requirements for dispute management
  • Able to work independently with high volume caseloads processed with high quality
  • Experience in direct customer interaction; ability to talk through complex cases and render positive outcomes 
  • Demonstrated ability to achieve results through cross-functional, virtual teams
  • Superior communication skills (interpersonal, verbal, presentation, written, email)
  • Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who is able to work independently
  • Bachelor’s degree or equivalent experience. 

Nice-To-Haves

  • VISA Network Chargeback Certification
  • Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments. 

Your Manager

Recruiter For This Role

  • Agata Wojciechowska

Typical Process

  • Application Submission
  • Recruiter phone call
  • Hiring manager video call
  • Virtual “Onsite” consisting of 4, 45 min calls
  • Offer!

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