Published on

Mar 21, 2024

Published on

Mar 21, 2024

Published on

Mar 21, 2024

Published on

Mar 21, 2024

Disputes Operations Specialist

Disputes Operations Specialist

Disputes Operations Specialist

Disputes Operations Specialist

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Ops (PXO) is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe's Banking as a Service (BaaS) product teams - Issuing, Treasury, and Capital - to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As a Disputes Operations Specialist, you will be a subject matter expert on card disputes, chargebacks, and/or transaction exceptions. You’ll manage our dispute intake and resolution processes and handle transaction exceptions, using our internal tooling and working with our User Operations team and our partner banks to ensure that all users have an outstanding experience using Stripe.

Responsibilities

  • Handle dispute intake and end-to-end dispute resolution processes, from initial submissions to pre-presentments, pre-arbitration, and arbitration cases

  • Manage banking transaction exceptions, including ACH returns and reversals, user offboarding, and remote check deposit

  • Deep dive into complex transactions or disputes and take appropriate actions in accordance with Stripe’s policies and applicable regulations

  • Communicate with Stripe’s partner bank(s) to resolve transactional issues

  • Perform root cause analysis and identify lessons learned to inform operational procedures

  • Understand and comply with Stripe and partner bank policy, laws, regulations, and the BSA/AML Program

  • Provide world class support to our customers via email and phone, if needed, in order to resolve transactional questions

  • Work with our dedicated developers to identify and support improvements to the user experience and/or internal tooling



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • At least two years of back office operations experience in commercial or consumer banking, with direct experience handling card disputes and/or transaction exceptions

  • Strong understanding of banking and card products

  • Outstanding written and verbal communication skills

  • Strong analytical skills and attention to detail

  • Experience working directly with users who have questions regarding their disputes and/or transactions

  • Experience owning queue-based work efforts and adhering to internal SLAs in a fast-paced environment



Preferred Qualifications

  • Familiarity with US Regulation E and Regulation Z

  • Familiarity with either Visa or MasterCard dispute resolution rules & procedures

  • Familiarity with NACHA rules

  • Experience with SQL



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and benefits

The annual US base salary range for this role is $93,100 - $139,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Ops (PXO) is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe's Banking as a Service (BaaS) product teams - Issuing, Treasury, and Capital - to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As a Disputes Operations Specialist, you will be a subject matter expert on card disputes, chargebacks, and/or transaction exceptions. You’ll manage our dispute intake and resolution processes and handle transaction exceptions, using our internal tooling and working with our User Operations team and our partner banks to ensure that all users have an outstanding experience using Stripe.

Responsibilities

  • Handle dispute intake and end-to-end dispute resolution processes, from initial submissions to pre-presentments, pre-arbitration, and arbitration cases

  • Manage banking transaction exceptions, including ACH returns and reversals, user offboarding, and remote check deposit

  • Deep dive into complex transactions or disputes and take appropriate actions in accordance with Stripe’s policies and applicable regulations

  • Communicate with Stripe’s partner bank(s) to resolve transactional issues

  • Perform root cause analysis and identify lessons learned to inform operational procedures

  • Understand and comply with Stripe and partner bank policy, laws, regulations, and the BSA/AML Program

  • Provide world class support to our customers via email and phone, if needed, in order to resolve transactional questions

  • Work with our dedicated developers to identify and support improvements to the user experience and/or internal tooling



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • At least two years of back office operations experience in commercial or consumer banking, with direct experience handling card disputes and/or transaction exceptions

  • Strong understanding of banking and card products

  • Outstanding written and verbal communication skills

  • Strong analytical skills and attention to detail

  • Experience working directly with users who have questions regarding their disputes and/or transactions

  • Experience owning queue-based work efforts and adhering to internal SLAs in a fast-paced environment



Preferred Qualifications

  • Familiarity with US Regulation E and Regulation Z

  • Familiarity with either Visa or MasterCard dispute resolution rules & procedures

  • Familiarity with NACHA rules

  • Experience with SQL



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and benefits

The annual US base salary range for this role is $93,100 - $139,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Ops (PXO) is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe's Banking as a Service (BaaS) product teams - Issuing, Treasury, and Capital - to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As a Disputes Operations Specialist, you will be a subject matter expert on card disputes, chargebacks, and/or transaction exceptions. You’ll manage our dispute intake and resolution processes and handle transaction exceptions, using our internal tooling and working with our User Operations team and our partner banks to ensure that all users have an outstanding experience using Stripe.

Responsibilities

  • Handle dispute intake and end-to-end dispute resolution processes, from initial submissions to pre-presentments, pre-arbitration, and arbitration cases

  • Manage banking transaction exceptions, including ACH returns and reversals, user offboarding, and remote check deposit

  • Deep dive into complex transactions or disputes and take appropriate actions in accordance with Stripe’s policies and applicable regulations

  • Communicate with Stripe’s partner bank(s) to resolve transactional issues

  • Perform root cause analysis and identify lessons learned to inform operational procedures

  • Understand and comply with Stripe and partner bank policy, laws, regulations, and the BSA/AML Program

  • Provide world class support to our customers via email and phone, if needed, in order to resolve transactional questions

  • Work with our dedicated developers to identify and support improvements to the user experience and/or internal tooling



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • At least two years of back office operations experience in commercial or consumer banking, with direct experience handling card disputes and/or transaction exceptions

  • Strong understanding of banking and card products

  • Outstanding written and verbal communication skills

  • Strong analytical skills and attention to detail

  • Experience working directly with users who have questions regarding their disputes and/or transactions

  • Experience owning queue-based work efforts and adhering to internal SLAs in a fast-paced environment



Preferred Qualifications

  • Familiarity with US Regulation E and Regulation Z

  • Familiarity with either Visa or MasterCard dispute resolution rules & procedures

  • Familiarity with NACHA rules

  • Experience with SQL



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and benefits

The annual US base salary range for this role is $93,100 - $139,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

About the job

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe Product Experience Ops (PXO) is at the forefront of building scalable, tech-forward, users-first operations for the next generation of fintech products. We work closely with Stripe's Banking as a Service (BaaS) product teams - Issuing, Treasury, and Capital - to tackle our users’ most complex needs. Our team harnesses deep domain expertise in banking and financial services, paired with Stripe’s strength in building simple, user-friendly software, to create industry leading user experiences.

What you’ll do

As a Disputes Operations Specialist, you will be a subject matter expert on card disputes, chargebacks, and/or transaction exceptions. You’ll manage our dispute intake and resolution processes and handle transaction exceptions, using our internal tooling and working with our User Operations team and our partner banks to ensure that all users have an outstanding experience using Stripe.

Responsibilities

  • Handle dispute intake and end-to-end dispute resolution processes, from initial submissions to pre-presentments, pre-arbitration, and arbitration cases

  • Manage banking transaction exceptions, including ACH returns and reversals, user offboarding, and remote check deposit

  • Deep dive into complex transactions or disputes and take appropriate actions in accordance with Stripe’s policies and applicable regulations

  • Communicate with Stripe’s partner bank(s) to resolve transactional issues

  • Perform root cause analysis and identify lessons learned to inform operational procedures

  • Understand and comply with Stripe and partner bank policy, laws, regulations, and the BSA/AML Program

  • Provide world class support to our customers via email and phone, if needed, in order to resolve transactional questions

  • Work with our dedicated developers to identify and support improvements to the user experience and/or internal tooling



Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • At least two years of back office operations experience in commercial or consumer banking, with direct experience handling card disputes and/or transaction exceptions

  • Strong understanding of banking and card products

  • Outstanding written and verbal communication skills

  • Strong analytical skills and attention to detail

  • Experience working directly with users who have questions regarding their disputes and/or transactions

  • Experience owning queue-based work efforts and adhering to internal SLAs in a fast-paced environment



Preferred Qualifications

  • Familiarity with US Regulation E and Regulation Z

  • Familiarity with either Visa or MasterCard dispute resolution rules & procedures

  • Familiarity with NACHA rules

  • Experience with SQL



Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and benefits

The annual US base salary range for this role is $93,100 - $139,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

About Company

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Headquartered in San Francisco and Dublin, the company aims to increase the GDP of the internet.

Total Employees

8,923

Company 2-Year Growth

18%

Median Employee Tenure

2.2 years

Because no one goes to school
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