Senior Dispute Specialist

About the Team/Role

The Senior Dispute Specialist supports the daily operations of the WEX Mastercard and Visa Disputes Team by driving process enhancements and strategic collaboration across teams to optimize dispute resolution and chargeback operations. This role involves evaluating existing procedures, representing the Disputes Team in cross-functional initiatives, and collaborating with Product and Technology teams to ensure system functionality aligns with industry compliance requirements and market growth strategies. The ideal candidate will manage projects, monitor performance metrics, and proactively mitigate risks to ensure timely and efficient execution of organizational goals.

How you'll make an impact

• Cross-functional Coverage: Quickly learn and demonstrate understanding of essential Dispute Analysts duties to support seamless coverage as needed, ensuring continuity of operations.
• Process Monitoring & Enhancement: Continuously evaluate and improve existing dispute resolution processes and procedures, ensuring they remain efficient, compliant with WEX policies, and aligned with card scheme guidelines. Identify and implement enhancements to optimize performance.
• Dispute Team Representation: Serve as the key representative of the Disputes Team in cross functional initiatives related to disputes/chargebacks, providing accurate assessments and clear communication to keep management informed of key developments.
• Collaboration with Product & Tech Teams: Partner with Product and Technology teams to identify gaps between marketplace growth strategies and current system functionality. Work closely to document, prioritize, and drive development requests, ensuring successful alignment and timely implementation of system improvements.
• Project Progress Tracking: Monitor and report on project progress, track key performance indicators (KPIs/OKRs), and ensure all stakeholders are kept informed of project status, potential risks, and necessary adjustments.
• Risk Identification & Mitigation: Proactively identify potential risks and issues within processes or projects and implement corrective actions to mitigate impacts and ensure smooth operations.
• Support for Project Execution: Assist the Disputes Manager in developing and executing project plans, ensuring the successful completion of various organizational initiatives.
   

Experience you'll bring

Minimum Required Qualifications for Consideration:

• Education & Experience: Bachelor’s degree in Finance, Business Administration, or related field (or equivalent work experience) with a minimum of 3-4 years of experience in process improvement, financial or payment card operations.
• Organizational & Time Management Skills: Results-driven, detail-oriented, and self-motivated, with strong organizational skills, including time management, goal setting, and prioritization, especially in fast-paced environments.
• Analytical & Problem-Solving Skills: Exceptional critical thinking, analytical, and problem-solving abilities, with a proven track record of making sound decisions in complex situations.
• Interpersonal & Communication Skills: Strong communication and interpersonal skills, capable of conveying complex ideas to both internal and external stakeholders, with the ability to collaborate and influence at all levels of the organization.
• Project Management: Demonstrated project management capabilities, with experience managing complex projects, delivering results on time, and ensuring alignment across cross-functional teams.
• Process Improvement: Experience in identifying and executing process improvement initiatives, utilizing methodologies to enhance operational efficiency.
• Adaptability: Ability to thrive in a fast-paced, ever-changing environment while managing multiple tasks and maintaining a calm, effective approach under pressure.
• Technical Proficiency: High proficiency with Microsoft Office (Excel, PowerPoint), G-Suite, and web-based applications, with advanced skills in project management tools. 

Preferred Qualifications:

Experience in dispute/chargeback operations and compliance with payment card industry standards is a plus.