Card Disputes Manager

SF, NY, Portland, or remote in US/Canada
Full-time
Mercury

Mercury is building a complete finance stack for startups. We work hard to create the easiest and safest banking* experience possible to simplify entrepreneurs' and business owners’ financial lives.

We’re looking to hire a Card Disputes Manager to lead a team of Disputes Specialists responsible for delivering a magical customer experience all while balancing risk. As the Card Disputes Manager, you will serve as the disputes subject matter expert, drive operational and strategic planning, and define and document business requirements, all while upholding our commitment to exceptional customer service. You will also work on impactful projects to improve the efficiency and effectiveness of the Disputes function as a whole by partnering with our Engineering, Design, Product, and Customer Support teams.

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust®; Members FDIC.

In this role, you will:

  • Mentor, coach, and support a team that handles dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as banking transaction exceptions (e.g. ACH returns)
  • Improve team efficiency and effectiveness by setting and tracking performance metrics
  • Partner cross-functionally to improve our product, investigate thorny technical issues, and fix bugs
  • Execute step-level changes to the Disputes program by augmenting and/or building internal tools and processes
  • Collaborate with our banking partners to make product or process changes that help our users while staying compliant with regulations
  • Help the team work towards extremely high standards on response quality, and create genuine customer love
  • Track our chargeback success rate and identify opportunities to improve it
  • Monitor dispute volume, identify trends, and build out reporting
  • Provide guidance on escalated disputes cases

You should:

  • Have 5 years of firsthand experience with the dispute management process at a fintech or other financial institution
  • Have 3 years of experience managing teams
  • Possess a deep understanding of the card brand dispute management rules, response codes, and recommended response data
  • Have working knowledge of Regulation E and Regulation Z compliance
  • Have prior experience filing chargebacks via Mastercard’s MCOM
  • Have experience escalating chargebacks through re-presentment, arbitration, and other dispute resolution classifications
  • Be an excellent collaborator and communicator - you can partner effectively with Engineering, Product, and Design teams to drive outcomes
  • Enjoy learning new systems and processes in a fast paced environment
  • Have excellent written and verbal communication skills
  • Be obsessed with quality

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

  • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $137,500 - $161,800 USD
  • US employees outside of New York City, Los Angeles, Seattle or the San Francisco Bay Area: $123,800 - $145,600 USD
  • Canadian employees (any location): CAD $125,100 - $147,200

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024.

Please see the independent bias audit report covering our use of Covey here.

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