Talent.com
Team Lead, Disputes

Team Lead, Disputes

Extend Your TeamSaint Louis, MO, US
1 day 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.
    • Create a job alert for this search

    Team Lead • Saint Louis, MO, US

    Related jobs
    Team Lead

    Team Lead

    CESO IncSt. Louis, Missouri, United States, 63101
    Full-time
    Are you seeking purpose, challenge, and talented colleagues? With a diverse portfolio of residential, energy, commercial, light industrial and public programs, CESO has the opportunity for you to d...Show moreLast updated: 30+ days ago
    • Promoted
    Shift Leader

    Shift Leader

    Papa JohnsWood River, IL, US
    Full-time
    The Shift Leader supervises shifts and / or work areas in the operation of a Papa John’s restaurant to ensure high quality products and customer service are delivered to ensure restaurant profitabili...Show moreLast updated: 1 day ago
    • Promoted
    Field Tech Support

    Field Tech Support

    EchoStarFestus, MO, US
    Full-time
    EchoStar is reimagining the future of connectivity.Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans an...Show moreLast updated: 1 day ago
    • Promoted
    • New!
    Telemedicine Physician

    Telemedicine Physician

    QuickMDSt. Paul, MO, US
    Full-time
    QuickMD is a leading telemedicine provider, delivering high-quality virtual care across 44 states.Since our founding in 2019, we have helped more than 100,000 patients access essential medical trea...Show moreLast updated: 22 hours ago
    • Promoted
    Looking for the ultimate side hustle?

    Looking for the ultimate side hustle?

    Survey AuthorityWaterloo, IL, US
    Full-time
    Earn cash by matching with real companies that pay you for your opinions.Show moreLast updated: 28 days ago
    • Promoted
    United States Customs and Border Protection Officer

    United States Customs and Border Protection Officer

    U.S. Customs and Border ProtectionGodfrey, Illinois, US
    Full-time +1
    Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...Show moreLast updated: 22 days ago
    • Promoted
    Network Operations Intern

    Network Operations Intern

    Leidos IncScott Air Force Base, IL, United States
    Temporary
    Leidos, a leading defense, intelligence, and technology company, is seeking a motivated Network Operations intern to join our Digital Modernization Group on the Global Solutions Management - Operat...Show moreLast updated: 30+ days ago
    • Promoted
    Fully Remote Survey Participant

    Fully Remote Survey Participant

    Prime InsightsWaterloo, IL, US
    Remote
    Full-time
    Join thousands of members already earning with top-paying surveys and offers.Get started today and enjoy competitive rewards, fast payouts with no waiting periods, and the flexibility to participat...Show moreLast updated: 1 day ago
    • Promoted
    Remote Opinion Contributor

    Remote Opinion Contributor

    Prime InsightsAlton, IL, US
    Remote
    Full-time
    Join thousands of members already earning with top-paying surveys and offers.Get started today and enjoy competitive rewards, fast payouts with no waiting periods, and the flexibility to participat...Show moreLast updated: 1 day ago
    • Promoted
    Discovery Team Lawyer

    Discovery Team Lawyer

    Wilson Elser - AttorneysSaint Louis, MO, US
    Full-time
    Founded in 1978, we rank among the top 100 law firms identified by The American Lawyer and 36 in the National Law Journal's survey of the nation's largest law firms.We're also Mansfield...Show moreLast updated: 30+ days ago
    • Promoted
    • New!
    Reserve Entomologist

    Reserve Entomologist

    United States ArmySaint Paul, MO, United States
    Full-time
    THE ARMY HEALTH CARE ADVANTAGE As a member of the Army health care team, you’ll receive benefits that you won’t be able to get in a civilian career. Challenging Work Feel inspired with great case di...Show moreLast updated: 12 hours ago
    • Promoted
    Discovery Team Lawyer

    Discovery Team Lawyer

    Wilson Elser Moskowitz Edelman & Dicker LLPSt. Louis, MO, United States
    Full-time
    Founded in 1978, we rank among the top 100 law firms identified by The American Lawyer and 36 in the National Law Journal's survey of the nation's largest law firms. We're also Mansfield Certified P...Show moreLast updated: 30+ days ago
    • Promoted
    Take Surveys Get Paid!

    Take Surveys Get Paid!

    Prime InsightsOld Jamestown, MO, US
    Full-time
    Join thousands of members already earning with top-paying surveys and offers.Get started today and enjoy competitive rewards, fast payouts with no waiting periods, and the flexibility to participat...Show moreLast updated: 1 day ago
    • Promoted
    Team Lead

    Team Lead

    Tempur SealySt. Louis, Missouri, United States
    Full-time
    Tempur Sealy is committed to improving the sleep of more people, every night, all around the world.As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we k...Show moreLast updated: 28 days ago
    • Promoted
    United States Border Patrol Agent

    United States Border Patrol Agent

    U.S. Customs and Border ProtectionJosephville, MO, US
    Full-time
    Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...Show moreLast updated: 1 day ago
    • Promoted
    Team Lead- Mortgage

    Team Lead- Mortgage

    Midland States Bank CareersLadue, Missouri, US
    Full-time
    At Midland, we’re proud to be a little different.You can see it in our bright orange signs-but there’s more to it than that. With our heartfelt and personalized approach, we’re focused on meeting ev...Show moreLast updated: 30+ days ago
    • Promoted
    Customs and Border Protection Officer

    Customs and Border Protection Officer

    U.S. Customs and Border ProtectionWinfield, Missouri, US
    Full-time +1
    Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...Show moreLast updated: 30+ days ago
    • Promoted
    Side Hustle Project Lead

    Side Hustle Project Lead

    Finance BuzzWood River, Illinois, US
    Full-time +1
    We’re offering a role for someone who wants to lead their own side-income project in their spare time.You’ll explore various proven side hustles, select the ones that fit your lifestyle, and run th...Show moreLast updated: 25 days ago