Zepz is the group powering two leading global remittance brands: WorldRemit and Sendwave. Since 2010, we have been disrupting an industry previously dominated by offline legacy players with our relentless focus on reducing the cost of remittances and increasing safety and convenience for our users.
Every day, our people work to unlock the prosperity of cross-border communities through finance and technology - driven by our vision of a world that celebrates migrants’ impact on prosperity, at home and abroad.
In 2023, our brands helped cross-border communities send over $15bn from 50 countries to recipients in 130 countries. We operate over 2800 money transfer corridors worldwide and employ over 1,000 people globally. Zepz is a remote-first employer, with team members located across six continents
Come join us!
Zepz.io
Our Commitments:
- We act like owners - We are relentlessly delivering for our users and spending money thoughtfully.
- We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts.
- We have a bias to action - We get to first outcomes quickly, iterate and learn.
- We strive to be better - We may make mistakes, but always learn from them.
- We are inclusive - to better reflect and serve our users.
About the role:
Based in Cebu, you'll be a key member in our Financial Crime Disputes team, collaborating across Operations to manage fraudulent and disputed transactions. This role involves investigating suspicious activity, handling accounts with customer disputes, defending chargebacks, and working alongside internal stakeholders and law enforcement to combat financial crime.
At Zepz LOD1 Financial Crime Disputes, we're all about owning our work and taking action to resolve issues. We're a truly inclusive team, and we believe in honest communication, even when it means admitting mistakes. We're constantly striving to learn and improve, working together to build a better future. Here, you'll have the chance to make a real impact, putting the customer first and contributing to the company's success through strategic thinking and innovative solutions.
What you will own:
Reporting to the Financial Crime Disputes Manager, you will:
Dispute and Chargeback Management:
- Respond to retrieval requests and chargebacks received from various acquirers across different regions.
- Prioritise chargebacks based on response costs, first-time resolution rates, and regional liability shift rules.
- Analyse transactions flagged by payment partners and other internal teams for potential fraud.
- Investigate and resolve chargebacks and fraud notifications received from law enforcement, financial institutions, cardholders, and other sources.
- Review accounts with a history of payment disputes or suspected fraudulent activity to determine eligibility for reopening and service reinstatement.
Fraud Prevention and Monitoring:
- Monitor fraud prevention system alerts and conduct investigations as needed.
- Collaborate with internal stakeholders to develop and implement strategies for mitigating fraud risks.
Process Improvement and Communication:
- Work with various teams to identify and implement improvements to dispute resolution processes.
- Foster a "fraud-aware" culture within the organisation by promoting awareness of fraud risks and best practices for prevention
Additional Responsibilities:
- Perform other tasks related to disputes, chargebacks, fraud referrals, law enforcement inquiries, and other tasks in lod1 fincrime ops as required by the business.
What you bring to the table:
- College or Bachelor's degree (Finance or Business-related a plus)
- 1-2 years of experience in a relevant field such as fraud, transaction monitoring, or dispute management
- Strong time management skills with the ability to prioritise tasks and meet deadlines consistently
- Proven critical-thinking and problem-solving skills and a track record of developing innovative solutions
- Adaptability and a willingness to thrive in a dynamic environment where products, tools, and processes evolve continuously
- Excellent collaboration skills with the ability to effectively manage relationships with diverse stakeholders across the organisation
- Analytical mindset with a focus on optimising business processes for efficiency and optimal outcomes
- Ability to multitask effectively and manage competing priorities in a fast-paced environment
We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. If you're not in one of those regions, don’t worry - the Talent team can let you know what is available for you specifically:
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Unlimited Annual Leave: Most Zepz team members are eligible for unlimited annual leave. Colleagues in customer-facing roles, receive a competitive holiday allowance and four recharge days a year. Feel free to make the most of your time off and maintain a healthy work-life balance!
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Private Medical Cover: You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.
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Retirement: We offer pension schemes to help you plan for and secure your future.
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Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
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Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible.
We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In many locations, we have workspaces, which you can use as you desire. Most roles in the Philippines are predominately office-based, with this we offer free meals for those 100% on-site.
In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!
Why choose Zepz?
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Our team of over 1,000 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
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We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
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We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
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At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose - to continue to provide the best service to our users.
Ready to Apply?
Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive.
So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.
What We Do
Zepz is powering two leading global payments brands: WorldRemit and Sendwave. We represent brands that disrupted an industry previously dominated by offline legacy players by taking international money transfers online - making global digital payments fairer, faster, and more flexible. Our brands currently send from 50 to 130 countries, operate in more than 5,000 money transfer corridors worldwide and employ over 1,400 people globally. Zepz is a remote-first employer, with team members located across six continents.
On the sending side our brands are 100% digital (cashless), increasing convenience and enhancing security. For those receiving money, our brands offer a wide range of options including bank deposit, cash collection, mobile airtime top-up and mobile money.
www.zepzpay.com
