JOB INFORMATION

Date Opened
08/07/2025
Job Type
Full time
Work Experience
5+ years
Industry
Financial Services
Salary
USD 9-10/hr
Remote Job

JOB DESCRIPTION

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.

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