Description
We're looking for a Card Disputes Associate to join our team in São Paulo! As a Card Disputes Associate, you will be a frontline expert responsible for the daily operations and execution of workload directly contributing to SLAs.
Responsibilities:
- Maintain consistent and high-level execution of daily tasks and recurring responsibilities within Card Disputes.
- Support the team in reaching main performance metrics targets and SLAs set for the Operations organisation.
- Meet individual SLAs and KPIs set for the role.
- Detect and escalate domain-related problems and complex issues, ensuring timely and relevant communication with stakeholders.
- Follow Operational procedures and keep track of critical updates.
- Execute the end-to-end investigation and resolution of complex Card Fraud and Non-Fraud disputes, ensuring every decision is strictly compliant with card scheme rules and regulatory requirements.
- Actively identify weaknesses or friction points in daily workflows, proposing and helping implement practical solutions that make our operations more scalable and efficient.
- Maintain a high bar for accuracy and security in every case handled, upholding detailed records and ensuring all reporting responsibilities are met with factual precision.
- Work closely with Customer Support, Compliance, and Product teams to gather evidence, resolve high-priority escalations, and provide frontline insights into emerging fraud trends.
Qualifications:
- Excellent verbal and written communication skills, with the ability to express thoughts concisely and justify independent judgment calls with confidence.
- Experience in an operational environment, preferably in payments, financial services, or back-office processing.
- Strong attention to detail and commitment to maintaining high quality and accuracy in processing.
- Good problem-solving and analytical skills to investigate and resolve dispute cases.
- Self-starter, capable of managing daily workload and prioritizing effectively to meet deadlines.
- Proactive, growth-oriented attitude, and keen to learn whilst valuing constructive feedback to continuously improve performance.
Additional Information:
- Minimum 3 years of hands-on experience in Card Dispute Operations.
- Experience should include both Fraud and Non-Fraud disputes.
- Experience in end-to-end dispute investigation and resolution.