Dispute Resolution Analyst

As a 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.

COMPETENCIES:

• Team Player – We have a passion for building high performing teams. We know high performing teams are unstoppable when everyone is rowing in the same direction.
• Problem Solver – We are solving a macroeconomic problem every day we walk through the door. It’s exciting. It’s challenging. And at the end of the day, you’re doing something that matters.
• Loves a bit of chaos – Let’s be honest… We’re building a product that is growing exponentially. We move fast. That speed creates a level of excitement.
• Empathy – Being nice really does matter! We’re a fintech company in the business of actually helping people and are looking for others who put that same level of thought into how our end users live and use our product.

RESPONSIBILITIES:

• Monitor high risk transactions and activity
• Conduct daily, real-time review and tracking of fraud alerts generated by fraud detection applications and manual monitoring
• Evaluate, research and monitor disputed items
• Identify discrepancies and initiate dispute resolution to facilitate rapid resolution
• Perform initial analysis on accounts identified with high-risk activity and responds accordingly to mitigate fraud risks
• Implement account-level protective loss prevention countermeasures and communicate these with cardholders while the investigation is in progress
• Process disputes submitted by cardholders, e.g., identity theft, fraud claims, by identifying the cardholder's dispute and properly documenting
• Routinely collaborate with other departments, such as ATM Operations, Customer Service, and our third-party dispute center
• Provides well-documented case investigations, which includes cause & effect analysis.
• Assists with daily card analysis, fraud dispute resolution, and common point of purchase analysis and tracking
• Document current and developing fraud trends and develops reports and statistics as supporting documentation
• Documentation is critical so logging conversations, e-mails and other communications is imperative
• Perform other duties as assigned

Requirements

QUALIFICATIONS:

• Bachelor’s degree in a related field
• 2+ years of financial institution or law enforcement experience and Fraud, AML, or card fraud experience
• Deep understanding of regulatory requirements and the dispute handling process
• Demonstrated effective decision-making skills and open communication with users
• Must have a sincere interest in the areas of fraud detection and prevention
• Strong analytical, quantitative, and problem-solving skills coupled with an ability to recognize patterns and report findings in a concise and organized manner.
• Sound judgment and decision-making confidence a must.
• Ability to handle multiple priorities with numerous deadline
• Really understand regulatory requirements and timeliness associated with handling disputes
• Experience working with the highest level of attention to detail. Due to the nature of the work in this position, work may be highly monitored
• Be able to flex between multiple entities and dispute types (fraud, ATM, etc.) and assimilate appropriately
• Take on additional tasks and projects, as assigned

OTHER PREFERRED EXPERIENCE/SKILLS:

• 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