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.