Dispute Specialist
Job Overview
About the role:
At Enfuce, we’re building modern card issuing and payment solutions that scale globally. As our Dispute Specialist, you will play a key role in protecting trust in our ecosystem by ensuring disputes and chargebacks are handled accurately, efficiently, and in line with scheme and regulatory requirements.
You’ll be part of our Customer Support function, working as a 2nd line specialist with a strong operational and technical focus on dispute management. This is a hands-on role where you combine investigation skills, technical troubleshooting, and customer consultation to resolve complex cases and continuously improve how we handle disputes across our programs.
If you enjoy digging into transaction details, understanding root causes, and being the go-to person for dispute expertise this role is for you.
What you’ll be doing
Manage and resolve dispute and chargeback cases end-to-end from a 2nd line support perspective, ensuring compliance with Visa and Mastercard rules and internal SLAs.
Investigate disputed transactions using platform tools, logs, reporting data, and system configurations to identify root causes and define corrective actions.
Act as the internal dispute subject matter expert within Customer Support, supporting escalations and complex case handling.
Guide customers and partners through dispute processes, timelines, documentation requirements, and technical questions.
Monitor dispute-related SLAs and case queues to ensure timely and high-quality resolution.
Produce and maintain dispute and operational reports (e.g. dispute volumes, outcomes, SLA compliance, trends)
Identify recurring dispute drivers and collaborate with Product, Engineering, Risk, and Fraud teams to reduce volumes and improve processes.
Support customers with technical consultations related to transaction processing, card lifecycle events, and integrations when linked to dispute cases.
Contribute to continuous improvement by leveraging automation, AI-assisted workflows, and smarter self-service capabilities.
What you'll bring:
2+ years of experience in payments, fintech, banking, or a technology-driven environment in a customer-facing or operational role
Hands-on experience with disputes, chargebacks, transaction investigations, or strong motivation to specialize in this area
Good understanding of card scheme processes (Visa/Mastercard) or willingness to quickly develop expertise
Strong analytical skills and ability to interpret transaction data, logs, and report.
Excellent attention to detail and ability to manage multiple cases while meeting strict deadlines.
Clear and professional communication skills in English (written and spoken)
Experience working with ticketing systems (e.g. Jira Service Management)
Technical aptitude and familiarity with APIs, SQL queries, or system configurations
A proactive, solution-oriented mindset and genuine curiosity about card issuing and payments
Bonus points:
Experience working in an issuer processing or card issuing environment
Familiarity with Visa Resolve Online, Mastercom, or similar dispute tools
Understanding of fraud operations and how fraud and disputes intersect
Basic accounting or reconciliation knowledge
Experience using AI or automation tools in operational or customer-facing contexts.
Professional proficiency in Finnish, French, German, Swedish, or Italian.
Why You’ll Love Working At Enfuce:
High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects.
Top-tier talent: Join a team of industry experts and highly skilled professionals who are as passionate as you are about innovation.
Unlimited growth potential: We support your ambition with plenty of room for personal and professional growth within the company.
Flexible, remote work: Work from anywhere up to 30 days, in an environment that values flexibility and work-life balance.
A supportive culture: You’ll be part of a team that encourages, motivates, and celebrates success together.
Comprehensive benefits package: We take care of our people with great benefits to match the value you bring.
Benefits & Perks:
Fair pay and employee stock option:
We value the input of every employee and want you to tap into the growth we build together. That’s why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.
Flexible Paid Time Off:
We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.
Regular Fun With Your Team:
To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event.
Individual Learning Budget:
You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills.