Sr. Analyst, Dispute Operations

The Varo Disputes & Fraud team is looking for a highly motivated individual who has a passion for improving the customer experience and who is self-managed to join our growing team. We work within the parameters of the Visa Dispute Process and Varo’s Policies & Procedures to constantly look for innovation and explore new ways to assist and advocate on behalf of our customers.

Varo is changing the banking industry. We work hard to create the best personal banking experience possible. We’re responsible for building a lasting relationship with our customers, they know we care about helping them grow! We’re accountable for all service channels that we use to communicate, respond, and interact with customers. This includes digital, voice, and social media servicing. We support all of Varo’s banking features such as personal accounts, savings accounts, account aggregation, lending products, and many more.

What you'll be doing

• This role requires overseeing day-to-day operations within the Dispute Operations Team, providing direct feedback to staff
• Provide exceptional customer service for Varo’s customers across our different financial products, primarily providing customer support via email, but will require secondary support via phone
• Support customer technical issues, facilitating the process from initial contact through troubleshooting, issue resolution, and customer follow-up
• Understands the initiation and resolution processes of Visa dispute process
• Educates external customers and internal stakeholders on dispute regulations, consumer rights, and dispute guidelines
• Responsible for managing Dispute caseload and working with Dispute Manager to fairly distribute work and provide training, coaching, and feedback surrounding timely and proper dispute resolution to employees
• Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases. Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit and the customer is due a credit
• Initiates dispute claims, and gathers necessary information/documentation formally or informally through the Visa Chargeback process. Ensures communication is delivered in a timely manner to the customer, and clear expectations are established to ensure customer satisfaction
• Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Reg CC, Reg DD, Reg Z, and Reg E.

You'll bring the following required skills and experiences

• 2+ years of Disputes Experience Preferred
• Experience giving feedback and providing coaching to team members
• Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness in decision-making and independent problem-solving
• Financial services experience is strongly preferred
• Knowledge of Reg E & Reg Z with Visa Chargeback Process experience
• B.A. or B.S. Degree or qualification in a relevant business discipline highly desired.

#MidSenior