As Marqeta’s Dispute Analyst, you will be responsible for carrying out Marqeta's Dispute and Chargeback services for our clients. You will join a team of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. This position analyzes incoming disputes and submits chargebacks to the relevant network. You will handle escalated issues from various sources, supervise resolving inquiries and problems brought up by our offshore team members, and guarantee that all tasks are completed within the set service level agreements.
This role can be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us!
The Impact You’ll Have- Understand and clearly explain Visa/MasterCard/Pulse/Maestro regulations as necessary to our customers.
- Maintain or exceed established standards (SLAs) for customer service
- Use multiple customer support software tools to resolve issues including Salesforce, Slack, internal and external web portals
- Resolve moderate/complex issues with little or no supervision or direction.
- Manage inbound escalations from multiple sources to resolution and identification of potential processing problems requiring escalations to product and engineering teams
- Work with peers and leadership to communicate dispute trends and share best practices, ideas, and information within Marqeta and our customers.
- Coordinate with our Issuing Bank partners to ensure that Marqeta is compliant with their requirements for monitoring, reporting, and dispute resolution.
- Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation.
- 2 - 3+ years of relevant experience (financial services, payment industry)
- Minimum 2+ years of disputes processing experience (issuing or acquiring side)
- Strong understanding of Card Network regulations (VISA, MC and SMS) related to chargeback processing
- Working knowledge of EU Regulations, data privacy and other regulatory requirements for dispute management
- Able to work independently with high volume caseloads processed with high quality
- Experience in direct customer interaction; ability to talk through complex cases and render positive outcomes
- Demonstrated ability to achieve results through cross-functional, virtual teams
- Superior communication skills (interpersonal, verbal, presentation, written, email)
- Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who is able to work independently
- Bachelor’s degree or equivalent experience.
- VISA Network Chargeback Certification
- Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments.
- Paulina Pyrowicz
- Agata Wojciechowska
- Application Submission
- Recruiter phone call
- Hiring manager video call
- Virtual “Onsite” consisting of 4, 45 min calls
- Offer!
- Monthly stipend for your home office equipment and connectivity
- Annual development stipend to support your growth and development
- Pension Scheme provided by Allianz
- In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite
- Life Assurance
- Multisport Card
Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.
Marqeta’s Values– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.
– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.
– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.
– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.
– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.
Equal Employment Opportunity, Accommodations and Privacy
Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.
Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.
Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.
Top Skills
What We Do
Marqeta powers innovative payment solutions for many of the apps and services you enjoy daily. Our open API card issuing platform provides unprecedented flexibility and control for industry-leading companies such as Square, Coinbase, J.P.Morgan, and Uber, to issue cards, authorize transactions, and manage payment operations in real-time.
We are a team of industry experts and technology innovators who take a dynamic approach to solving challenging problems. Marqeta is certified as a 2021-2022 Fortune Great Place to Work, highlighting our company culture and open and collaborative work environment. We power possibilities for our customers and each other by bringing the brightest talent together to do the best work of our lives.
Why Work With Us
Marqeta strives to build a global team as diverse as the markets we serve, staying true to our values: Connect the Customer, Everyone Belongs, Marqeta Cares, Lead Innovation, Deliver Results, Quality First and Build One Marqeta. It's an exciting time to join Marqeta. As we grow, your career and opportunities will grow as well.
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