Senior Disputes Specialist - Strategic Projects

Mercury is building a banking* stack for startups. We work hard to create the easiest and safest banking* experience possible to simplify entrepreneurs' and business owners’ financial lives.

As a Senior Disputes Specialist - Strategic Projects, you will serve as a disputes subject matter expert and be responsible for driving strategic projects, focusing on regulatory compliance, process development, and tooling enhancements. You’ll work with cross functional teams in order to drive continuous dispute improvements and leverage your expertise to directly contribute to ongoing projects that move Mercury’s dispute program forward.

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust; Members FDIC

Here are some things you’ll do on the job:

• Own and maintain dispute procedures, acting as a subject matter expert of the dispute resolution process, identifying and remediating gaps.
• Support new products and tooling launches, working closely with Product, Engineering, Risk Strategy, Compliance, Bank Partnerships, and support teams to operationalize.
• Collaborate with internal stakeholders to identify, plan, and execute projects to ensure accurate processing of disputes in adherence to Regulations E and NACHA Operating Rules, MasterCard payment network rules, and other applicable regulations and guidelines.
• Identify and execute opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates.
• Handle high complexity or escalated dispute cases that require deep expertise.
• Support bank partner audits, using dispute expertise to respond accurately and timely.
• Maintain a positive user experience, while mitigating risks to Mercury.
  
  

You should:

• Have 5 years of card disputes intake and resolution experience; bonus if it’s issuer-specific experience
• Have 2 years of experience building programs or processes
• Have a strong understanding of RegE dispute requirements
• Have familiarity with Mastercard and/or Visa chargeback rules
• Strong project and stakeholder management expertise
• Have experience in banking, fintech, or other financial services
• Have experience in managing customer-facing queues to support excessive caseloads and/or handle customer escalations as required
• Have experience with Zendesk or other similar CRM tools
• Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
• Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
• Exercise empathy and understanding when communicating with customers
• Communicate complicated concepts with efficiency and clarity
• Be curious about the US banking system, startups, and ecommerce companies
  
  

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $108,300 - $127,400
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $97,500 - $114,700
• Canadian employees (any location): CAD $98,600 - $115,900
  
  

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.