Payment Operations Analyst

Disputes at Brex

The Disputes team plays a critical role in protecting both our customers and our business as Brex continues to scale. The team owns the back office case management of disputes, balancing strong financial outcomes for Brex and our customers.  Our priority is to keep our customers happy and their businesses protected, while communicating vital information to our internal teams. We are responsible for delivering a strong customer experience, while simultaneously managing Brex’s risk exposures. We work cross-functionally with the Risk, Compliance, Data, and Engineering teams to allow Brex to scale efficiently, keeping quality top of mind.

What You’ll Do

As part of the Disputes Team, you will be responsible for supporting the day to day queues and growing into an SME.

You will be able to identify Transaction Fraud and develop a deep understanding of Chargebacks, including Pre-Arbitration. You will establish yourself as an AI-Native user as we streamline the Disputes process through automation. To aid our customers, you will ensure cases are handled appropriately and communicate with internal stakeholders (including Fraud Operations, Customer Support, and Servicing) on cross functional efforts.

Beyond responsibilities within the scope of the core queue, you will engage in project work to improve workflows and the customer experience.

Where you’ll work 

This role will be based in our Vancouver office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Become an SME for complex cases. This includes overriding AI and making decisions in day to day operations of Disputes, Pre-Arbitration and Re-Billing.
• Identify business inefficiencies and propose solutions to leadership.
• Own specific tooling improvements, which can include the feedback loop and the long term expertise of our AI functionality.
• Work with cross-functional teams to resolve complex issues and drive change through process improvements.
• Adhere to regulatory and legal requirements.

Requirements 

• Proven ability to navigate ambiguity and bring clarity to complex disputes
• Ability to thrive in a fast-paced environment while successfully adapting to change
• Proven ability to work with cross-functional teams as well as independently
• Excellent communication and writing skills, with the ability to lead the standard of case documentation and present insights to leadership
• Ability and motivation to become AI-Native
• Must be willing to work in office 3 days per week on Monday, Wednesday, and Thursday

Bonus points

• Strong understanding of Salesforce
• Experience in data tools such as Looker or Hex
• Deep understanding of Mastercard Chargebacks

Compensation

The expected salary range for this role is CAD $63,286 - $79,107.  However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.