Gen Z is the generation of the side hustle. 💪🏻 They’re creators. 👩🎤 They’re freelancers. 🧑💻 They’re investors. 👩💼 And they’re not afraid to take on challenges, especially when it comes to their finances - and we’re here for it.
Step is a next-generation financial services company building a better banking experience to help teens and young adults achieve financial independence and knowledge at an earlier age. We’re on a mission to improve the financial future of the next generation by empowering teens to start their financial journey today. Step is a well-funded Series C company that has raised more than $175M, focused on disrupting the banking industry through a differentiated mobile-first consumer experience.
Teens and families love our product. We eclipsed 1 million customers in just four months after launch and have now crossed 4 million customers. If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you!
The Role
As a Dispute Investigator, you'll play a crucial role in addressing and resolving cardholder disputes related to their Step account, including issuing & acquiring disputes, chargebacks, fraud claims, and merchant discrepancies. You'll ensure our cardholders receive clear, compassionate support during complex financial situations.
Responsibilities
- Credit card dispute resolution by investigating and resolving cardholder disputes related to credit card transactions, including chargebacks and fraud claims, in a timely and effective manner.
- User support by acting as a primary contact for users experiencing issuing & acquiring disputes, providing clear, empathetic, and professional support.
- Process improvement by continuously seeking ways to improve the dispute resolution process, aiming for increased efficiency and user satisfaction.
- Ensure all dispute resolution activities are compliant with federal regulations E & Z as well as VISA chargeback guidelines. Maintain accurate records and perform daily reporting tasks.
- Reviewing and processing upwards of 100+ disputes cases a day
- Maintaining a QA threshold of 95%+
- Compiling evidence, filling out information and finally submitting chargeback forms to our payment processor. Directly working with our payment processor to request compelling evidence after chargeback resolution.
- Being able to identify and escalate fraud trends and/or other commonalities.
- Responsible for investigating large dollar claims, card present claims, and working with cardholders that frequently file claims.
Qualifications
- 2+ years experience in a dispute related role involving either issuing or acquiring disputes, specially experience in fintech or financial services
- Experience working in high productivity/volume roles
- Has excellent written and verbal communication skills to establish productive working relationships with staff and management at all levels
- Experience working with cross-functional teams such as fraud, compliance, trust & safety and customer experience when working on dispute claims
- Ability to effectively identify, prioritize, and handle multiple dispute cases simultaneously
- Highly motivated self-starter with a desire to grow and learn
- Have a strong understanding of Reg E & Z
- Have experience or knowledge working with card network rules
- Be comfortable with decision making in a fast paced, ambiguous environment, while demonstrating curiosity and growth mindset
Salary Range
- Base pay salary range is $65,000-$85,000 USD and stock in early stage startup
- Starting salary will be determined by a variety of factors including job-related skills, experience, qualifications, work location, and market conditions.
Working at Step
- Competitive salary based on experience, with full medical and dental benefits 💸
- High potential for growth 📈
- Stock in an early-stage startup 🤩
- Flexible WFH and vacation policy 🏝
- Paid parental Leave 🐣
- Employee referral program 👯♀️👯
- Professional development reimbursement 📚
- Monthly stipend for Step Card testing ☕️
- 401K plan 💪🏻
•
Last updated on Apr 16, 2024