About the Team/Role
The Dispute Analyst is responsible for the analysis and processing of Mastercard and Visa disputes from our WEX payment card customers. The Disputes Team is the liaison between the Mastercard/Visa (schemes) and our customers, facilitating the chargeback/dispute process between them to recover funds on disputed transactions for our customers. This process is extremely time sensitive, and must be performed within WEX defined policies and the schemes’ rules and regulations. The Disputes Team plays a critical role, balancing the interests of our customers (often large, strategic relationships) and our relationships with Mastercard and/or Visa, while mitigating financial risk to WEX.
How you'll make an impact
Process chargebacks/disputes through all required phases of the scheme cycles accurately and within the required timeframes.
Ensure appropriate tracking, handling and documentation of dispute records.
Adhere to all scheme chargeback/dispute rules and guidelines, modifying processes in a timely manner, as needed, to respond to scheme rule changes.
Adhere to all WEX defined policies, procedures and controls related to Dispute Management.
Support the development, documentation, implementation and execution of chargeback/dispute best practices.
Correspond with customers via email to address inquiries and help resolve issues.
Collaborate with Account and Client Relationship Managers to ensure customer satisfaction.
Assist with preparation of external chargeback/dispute reporting and scorecards for our large, strategic customers.
Work closely with customers to implement and enhance processes for submitting and managing disputes.
Provide education to customers about WEX chargeback/dispute processes and Mastercard/Visa rules and regulations.
Meet or exceed performance and productivity targets consistently.
Support system enhancements and process improvement initiatives.
Experience you'll bring
College degree and/or 2-4 years equivalent experience in the financial/payment services industry.
Familiarity with general accounting principles and practices.
Excellent written and verbal communication skills, analytical skills and organizational skills.
Results-driven, detail oriented and self-motivated.
Intermediate or high proficiency required with web based applications, G-suite, and/or Microsoft applications.
Professional in nature; ability to work well under pressure and tight timelines.
Excellent critical thinking, problem-solving, and decision-making skills.
Excellent time-management, goal setting, and prioritization skills.
Ability to collaborate with partners across all levels of the organization.
Ability to operate calmly and effectively within a fast-paced, complex and changing environment.
Excellent interpersonal and customer service skills with the ability to process information and maintain dialogue with multiple teams.
Previous chargeback and dispute process management within the major card brands (Mastercard and Visa).
Demonstrated project management capabilities.
Experience with the identification and execution of process improvement initiatives.
Skills Required
- College degree and/or 2-4 years equivalent experience in the financial/payment services industry.
- Previous chargeback and dispute process management within the major card brands (Mastercard and Visa).
- Familiarity with general accounting principles and practices.
- Intermediate or high proficiency with web-based applications, G Suite, and Microsoft applications.
- Excellent written and verbal communication skills.
- Analytical, organizational, and strong critical thinking skills.
- Results-driven, detail oriented and self-motivated.
- Ability to work under pressure and meet tight timelines.
- Experience with identification and execution of process improvement initiatives.
- Demonstrated project management capabilities.
- Excellent interpersonal and customer service skills; ability to collaborate across all levels.
- Ability to prepare external chargeback/dispute reporting and scorecards.
WEX Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about WEX Inc. and has not been reviewed or approved by WEX Inc..
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Leave & Time Off Breadth — Leave offerings are portrayed as a standout, with generous PTO and additional paid time for volunteering. Time-off flexibility is also positioned as a meaningful part of the overall rewards experience.
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Retirement Support — Retirement benefits are presented as strong, including a 401(k) match that is described as competitive. This element appears to materially strengthen the total rewards package even when cash compensation feels less compelling.
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Strong & Reliable Incentives — Variable compensation is sometimes framed positively through bonuses and uncapped earning potential in sales-oriented roles. Stock options are also cited as an additional reward component that can improve perceived total compensation.
WEX Inc. Insights
What We Do
We simplify complex payment systems for fleets, corporate payments, and healthcare—unlocking insights, opportunities, and efficiencies to give you greater control of your business. Powered by the belief that complex payment systems can be made simple, WEX (NYSE: WEX) is a leading financial technology service provider across a wide spectrum of sectors, including fleet, travel and healthcare. WEX operates in more than 10 countries and in more than 20 currencies through approximately 4,900 associates around the world. WEX fleet cards offer approximately 14 million vehicles exceptional payment security and control; our travel and corporate solutions business processes over $35 billion of purchase volume annually; and the WEX Health financial technology platform helps 343,000 employers and more than 28 million consumers better manage healthcare expenses.
