Dispute Resolution & Case Investigation
•Serve as the primary point of contact for escalated merchant and customer disputes and transaction-related concerns.
•Investigate and analyze disputed transactions by gathering evidence from merchants, reviewing customer claims, and examining account and transaction history.
•Reach fair, well-documented resolutions within defined service levels, applying ClarityPay policy and applicable regulatory requirements.
•Handle the most complex, sensitive, or high-value cases escalated from Level 1 support, exercising independent judgment within established guidelines.
Merchant & Customer Liaison
•Act as the trusted liaison between merchants, customers, and internal stakeholders, keeping all parties informed throughout the dispute lifecycle.
•Educate merchants and end customers on dispute processes, timelines, and outcomes.
•Negotiate balanced outcomes that protect the customer experience while respecting merchant interests.
Escalation Handling & Cross-Functional Coordination
•Triage and route cases by severity and complexity; partner with Servicing, Risk, and Compliance on escalated or multi-party disputes.
•Act as an escalation point and informal mentor for Level 1 agents, sharing guidance on difficult cases and decisioning.
•Coordinate with internal teams to close the loop on cases requiring policy, system, or account corrections.
Quality, Compliance & Documentation
•Maintain accurate, detailed case records - metadata, findings, actions taken, and communications - in the case management system.
•Ensure every action complies with ClarityPay policy and applicable federal and state regulations.
Insights & Continuous Improvement
•Monitor dispute trends and surface reporting and insights that help merchants and internal teams reduce future disputes.
•Identify recurring root causes and recommend processes, policy, or communication improvements.
•Contribute to playbooks, SOPs, and knowledge resources that raise the quality and consistency of dispute handling.
What We’re Looking For:
•Experience: 2–3 years in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations.
•Industry Background: Payments, BNPL, fintech, banking, or BPO/financial-services environments preferred.
•Dispute Expertise: Strong understanding of the dispute management lifecycle; familiarity with chargeback and transaction-dispute processes is a strong plus.
•Regulatory Awareness: Working familiarity with consumer-finance and payments regulations, and a track record of operating within compliance guidelines.
•Communication: Excellent written and verbal communication, with the ability to balance merchant and customer perspectives and de-escalate with empathy.
•Tools: Proficiency with Microsoft Office and comfort working across CRM/case management, ticketing, and contact-center platforms.
•Working Style: Strong time management, attention to detail, and the autonomy to own cases end-to-end.
•Education: High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred.
•Work Location: Based in our Bangalore, India office, supporting U.S. East Coast business hours.
