Wilson

Work Type: Hybrid – 3 days in office
Training: 1 week onsite
Contract: 12 months (potential for extension)
Location: Plano, Texas

We are seeking a highly motivated and detail‑oriented Risk Management Representative. You will be a crucial member of a team that investigates and adjudicates transaction disputes and chargebacks on the Business Credit Card. You will initiate, update, and resolve disputes using the Mastercard dispute tool, as well as leverage your skills to analyze documents, interpret complex claims, and recognize high‑risk account behavior.

This role requires direct customer interaction via email and phone to gather documentation, complete account research, and resolve challenging disputes. As an integral part of the team, you will receive cross‑training and assignments across various workflows to rapidly expand your skills and competencies based on evolving business needs. This role will partner with Policy, Risk, Data Science, and Product teams to continuously develop and implement effective dispute operation strategies.

The ideal candidate must have experience in card network disputes management (preferably Mastercard credit cards), strong problem‑solving and decision‑making abilities, and the ability to identify, research, and analyze complex issues across different domains. You must have exceptional time‑management skills and the ability to work under tight deadlines while prioritizing tasks to meet service level agreements (SLAs).

Responsibilities

– Investigate and resolve the full range of transaction dispute types, including unauthorized transactions, cardholder disputes, and point‑of‑interaction errors
– Maintain subject‑matter expertise on disputes functionality for the Business Credit Card product
– Maintain subject‑matter expertise on Mastercard Dispute Resolution, Claims Manager systems, and dispute requirements (Mastercard Rules)
– Analyze customer information, financial patterns, and transaction data to evaluate the validity of claims
– Understand and operate within standard operating procedures (SOPs) and guidelines across all workflows to manage dispute volume and ensure regulatory compliance
– Make informed dispute decisions based on relevant and compelling evidence
– Balance customer empathy with operational policies, especially regarding friendly fraud
– Document and maintain meticulous records for audit and compliance purposes
– Continuously evaluate dispute tools and vendors to maintain and improve best‑in‑class dispute servicing

Skills & Qualifications

– Minimum 1 year of experience in credit card chargebacks management (Mastercard network and issuer‑side preferred)
– Ability to independently analyze evidence, documents, and data to quickly determine next steps
– Expertise reviewing transaction‑level data for signs of fraud and abuse
– Ability to work autonomously with minimal supervision, including during non‑standard business hours
– Proficiency with Google Suite and/or MS Office, dashboards, and Slack; SQL and/or Python are a plus
– Strong self‑research skills with the ability to adapt to new systems and technology
– A track record of unwavering integrity, strong collaboration, and exceptional attention to detail

This is a US‑based position.