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Team Lead, Disputes

Team Lead, Disputes

Extend Your TeamMiami, FL, US
5 days ago
Job type
  • Full-time
Job description

Disputes Level 2 Specialist

This is a remote position.

Job Summary :

We are seeking a detail-oriented and experienced Disputes Level 2 Specialist to lead in resolving escalated and complex credit card dispute cases while ensuring compliance with industry regulations and company policies. This role requires strong analytical and decision-making capabilities, as well as a high level of autonomy in managing escalations and mentoring Disputes Level 1 agents. As a senior point of resolution, you will handle high-impact cases, contribute to process improvement, and work closely with fraud, compliance, legal, and customer service teams.

Key Responsibilities :

Escalation and Complex Case Handling :

  • Lead resolution of escalated customer disputes that cannot be resolved by Level 1 agents, ensuring a thorough and compliant investigation.
  • Independently analyze complex transactional issues, determine validity, and recommend resolution strategies.
  • Maintain ownership of high-value and sensitive cases, ensuring proper documentation and follow-through.

Investigation and Compliance :

  • Conduct deep-dive investigations using internal systems, CRM tools (e.g., Zendesk), transaction logs, and external financial data.
  • Ensure all dispute handling follows applicable regulations including FCBA, CFPB, PCI DSS, and GDPR guidelines.
  • Collaborate with fraud prevention, billing, and legal / compliance teams to resolve cross-functional cases.

    • Quality Assurance and Coaching :

  • Provide feedback and mentorship to Disputes Level 1 agents on case handling, documentation, and customer communication.
  • Participate in quality checks and help refine coaching standards to improve CSAT scores and dispute resolution efficiency.
  • Identify knowledge gaps and escalate training needs to leadership.

    • Reporting and Trend Analysis :

  • Track, analyze, and report recurring dispute trends or process issues.
  • Recommend updates to workflows or policies based on data-driven insights and customer feedback.
  • Provide detailed documentation for all cases, ensuring accuracy in systems of record and audit readiness.

    • Cross-functional Collaboration :

  • Coordinate with internal departments (Operations, Compliance, Product) on policy updates and escalation handling.
  • Participate in calibration meetings and contribute to improving standard operating procedures.
  • Act as a liaison between Level 1 support and leadership to drive alignment in performance and resolution expectations.

    • Requirements :

  • Minimum 2 years of experience in Credit Card or Card Services under a US-based Financial or Loan / Mortgage account.
  • At least 2 years in a leadership or SME role, with experience handling escalations or coaching.
  • Strong background in credit card operations, billing cycles, and transaction processing.
  • Experience resolving complaints related to fraud, billing discrepancies, and chargebacks.
  • Proficient in Zendesk, CRM platforms, and customer support documentation tools.
  • Strong analytical and investigative skills with a high attention to detail.
  • Exceptional written and verbal communication skills with a professional tone and empathy-driven approach.
  • Excellent organizational and problem-solving abilities; able to handle multiple complex cases under pressure.
  • Working knowledge of consumer protection regulations (e.g., CFPB, FCBA) and data security standards (PCI DSS).
  • Familiarity with tools like Google Workspace, task management tools, and reporting dashboards.
  • Bachelor's Degree or equivalent professional experience in Financial Services or a related field.
  • Willingness to work US Pacific hours : 10 AM 7 PM PST, Monday to Friday.
  • Must be based in the Philippines.
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    Team Lead • Miami, FL, US

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