Dispute Analyst (SDQ)

Position Summary:

Horatio is looking for an experienced Dispute Analyst to join our team. The Dispute Analyst will be responsible for investigating and resolving customer disputes related to payment card transactions, focusing primarily on those processed through the Visa platform. The ideal candidate will possess a strong understanding of Visa regulations, chargeback processes, and dispute resolution best practices. You will play a crucial role in ensuring customer satisfaction, minimizing financial losses, and maintaining compliance with industry standards.
 

Responsibilities:

• Investigate and resolve customer disputes related to Visa transactions while adhering to established procedures and regulatory requirements.
• Analyze transaction data, cardholder information, and merchant documentation to determine the validity of disputes.
• Communicate effectively with customers, merchants, and internal stakeholders to gather information and facilitate dispute resolution.
• Utilize the Visa platform (e.g., VROL) to process chargebacks, retrieve transaction details, and manage dispute cases.
• Ensure compliance with Visa operating regulations, chargeback timeframes, and relevant federal regulations (e.g., Regulation E).
• Document all dispute-related activities accurately and comprehensively in case management systems.
• Identify trends and patterns in customer disputes to recommend process improvements and mitigate future losses.
• Collaborate with other departments, such as customer service, fraud prevention, and compliance, to resolve complex issues.
• Maintain a high level of accuracy, efficiency, and professionalism in all aspects of dispute resolution.
• Stay up-to-date on changes to Visa rules, regulations, and industry best practices.

Required Skills/Abilities:

• Advanced English proficiency. 
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and concisely.
• Proficiency in using case management systems, Microsoft Office Suite (Excel, Word, Outlook), and other relevant software.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
• Strong attention to detail, accuracy, and data integrity.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Customer-focused mindset with a commitment to providing exceptional service.
• Thorough understanding of Visa operating regulations, chargeback reason codes, and dispute resolution processes.
• Knowledge of federal regulations governing electronic fund transfers and consumer protection (e.g., Regulation E, Regulation Z).
• Knowledge of fraud prevention techniques and tools. (Preferred)

Education and Experience:

• Bachelor's degree in a related field (e.g., Business, Finance) or equivalent work experience.
• Minimum of 2 years of experience in dispute resolution, chargeback processing, or a related role within the financial services industry.
• Proven experience working with the Visa platform (e.g., VROL) is essential.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.