Disputes Analyst (BOG)

Position summary:

We are looking for a disputes analyst who will be responsible for managing the end-to-end chargeback and dispute resolution process, ensuring compliance with Visa regulations and maximizing recovery rates. The analyst will be responsible for investigating complex cases, preparing compelling responses, monitoring statuses, and collaborating cross-functionally to streamline operations and identify root causes for dispute trends. 

Responsibilities: 

• Process and file disputes in accordance with their regulations and timelines.
• Investigate chargeback cases, gathering evidence such as transaction records, customer communications, and merchant policies.
• Prepare and submit compelling dispute responses to maximize recovery rates.
• Monitor and track dispute statuses, ensuring timely follow-ups and escalations as needed.
• Collaborate with internal teams (e.g., customer service, fraud, and finance) to resolve disputes efficiently from initial request through funds movement
• Assist in the integration of tools and services to streamline and automate processes.
• Maintain accurate records of all disputes and chargebacks for reporting and compliance purposes.
• Analyze dispute trends to identify root causes and recommend process improvements.
• Stay updated on Visa’s dispute resolution policies, industry regulations, and best practices.

Experience and background:

• Advanced, near native English proficiency
• 3 years of experience in dispute resolution or similar roles within a BPO environment
• Strong understanding of Visa’s chargeback and dispute resolution processes.
• Analytical mindset with attention to detail for investigating and resolving complex cases.
• Excellent communication skills to craft clear, persuasive dispute responses and liaise with stakeholders.
• Ability to work under pressure, managing high volumes of disputes within strict deadlines.
• Proficiency in relevant tools (e.g., dispute management platforms, CRM systems, or Excel).
• Proactive problem-solving skills to identify trends and implement preventive measures.

On-site role in Bogota.