Disputes Sr. Analyst

Plata is a high-tech financial platform poised to revolutionize how people interact with money through an easy-to-use, personalized, and trustworthy ecosystem.

We bring inclusive access to premium financial products and best-in-class customer support to each and every Mexican.

Our company was founded by executives that built some of the most innovative and successful digital banking businesses in the world.

Position Objective:

The Dispute Sr. Analyst will be responsible for managing and resolving disputes related to fraudulent activities or issues arising from the consumption of goods and services. The role ensures a fair and effective resolution that protects both the company's and customers' interests. Key responsibilities include analyzing cases in compliance with national and international chargeback regulations, with a focus on recovering amounts in favor of the company or customer as appropriate.

The position will involve overseeing and managing chargebacks within the Mastercard network, ensuring proper handling of domestic and international disputes. Clear and effective communication with all parties involved will be essential, while fostering teamwork and optimizing processes for enhanced operational efficiency. The Specialist will also support the Coordinator in scaling operations and achieving the company's strategic objectives, maintaining a proactive approach to problem-solving and continuous improvement.

Main Responsibilities:

• Dispute Management: Handle chargebacks in accordance with Mastercard's regulations.
• Dispute Control: Manage and evaluate chargeback processes for continuous improvement.
• Support Documentation Analysis: Thoroughly review documentation related to disputes, including contracts, invoices, receipts, tickets, transaction records, and prior communications, ensuring proper resolution in line with national and international chargeback guidelines.
• Interdepartmental Collaboration: Work closely with Customer Service, Compliance, Quality Assurance (QA), Training, and Fraud Prevention teams to provide feedback that strengthens claim flows and ensures the proper recovery of charges, while preventing financial losses or erroneous resolutions.
• Internal Collaboration: Coordinate closely within the department, sharing viewpoints and participating in continuous decision-making to resolve cases and apply best practices in dispute management.
• Improvement Proposals: Formally suggest ongoing improvements to chargeback processes and management. These proposals should involve relevant departments, focusing on loss prevention, improving recovery rates, customer service, and dispute resolution.
• Adjustments and Resolutions: Execute financial adjustments promptly in accordance with resolution determinations. These adjustments should be backed by dispute findings, adhering to applicable rules.
• Follow-up and Record-Keeping: Maintain detailed records of all ongoing disputes, tracking progress, decisions, and any relevant information to ensure efficient and transparent management.
• Report Generation: Prepare periodic reports on dispute statuses, analyzing trends, key metrics, and providing recommendations for process improvements.
• Regulatory Compliance: Ensure that all actions related to disputes comply with national and international regulations as required by regulatory entities.

Job Profile:

• Minimum 2 years of proven experience in Disputes/Chargebacks.
• Strong analytical skills and the ability to retain complex knowledge, focusing on interpreting documentation and drawing accurate conclusions.
• Ability to work effectively in a team, collaborating with various areas and organizational levels.
• Proficiency in English, with the ability to engage in technical language specific to Disputes.
• Detail-oriented with the capacity to handle multiple tasks simultaneously, maintaining high standards of quality and precision.
• Solid knowledge of IT tools (Mastercard Connect, MASTERCOM, DDR), systems, and formats related to both domestic (Mexico) and international disputes within the Mastercard environment.
• Excellent verbal and written communication skills, with the ability to negotiate and mediate conflict situations as required by the department. Communication within the department should be precise and consistent.
• Willingness to work under pressure in a dynamic, results-oriented environment.
• Strong adaptability skills, capable of adjusting to ongoing process updates.
• Solid knowledge of International Chargebacks (Mastercard Chargeback Guide) and Domestic Chargebacks (CID) according to the latest updates. Knowledge of CID is considered a plus for this position.
• Ability to make autonomous decisions in dispute resolution based on emerging needs.
• Full willingness to meet the requirements of the department as needed.
• Strong interpersonal skills and effective communication abilities.

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