Analyst I, Disputes Resolution

What your responsibilities will be:

• Demonstrate a strong understanding of dispute resolution processes and maintain in-depth knowledge of card schemes' rules.
• Track, review, and analyze complaints and critical situations involving merchants, ensuring timely resolution.
• Liaise with multiple internal and external stakeholders to escalate issues as needed.
• Resolve disputes effectively and document outcomes in compliance with card schemes' guidelines.
• Identify trends and patterns in disputes and propose improvements to enhance efficiency and reduce risks.
• Assist in automating processes to improve operational efficiency and reduce manual workload.
• Strengthen customer service by providing advisory support to improve merchant experience and dispute resolution efficiency.
• Contribute to the company’s overall growth strategy by optimizing the dispute resolution process.

What you will need to be successful (skills and competencies)

• Bachelor’s degree, preferably in Risk / Management / Finance / Business / Mathematics / Economics or equivalent with a minimum of 1 year of experience in similar roles.
• Focused on structured processes, consistently striving for a streamlined approach to drive efficiency in disputes resolution processes.
• Skilled at working collaboratively and effectively communicating, positively influencing team members across various departments.
• Capable of adjusting to rapid-paced and agile settings, prepared to operate within demanding timelines and schedules.
• Proficient in English (additional fluency in French or Japanese is a plus).
• Knowledge / experience in the banking sector, payment processing industry, e-commerce landscape and card schemes’ rule is beneficial.
• Demonstrates acute attention to detail.

Experience you will bring to the role

• As an Analyst, you should be passionate about continuous learning, staying up-to-date on industry trends and regulatory changes.
• You should also take a proactive approach to improving dispute resolution processes through feedback and suggestions.
• You should possess strong verbal and written communication skills to document and articulate the requirements, analysis and recommendations in a clear and concise manner to the stakeholders and customers.
• You must have a solution-driven approach with exemplary investigative and critical thinking skills.
• You must also be detail-oriented multi-taskers who can work independently with little supervision, at the same time have good decision making, time management and organizational skills