Dispute Analyst (SDQ)

Position Summary:

Horatio is seeking an experienced Dispute Analyst to join our team. The Dispute Analyst will investigate and resolve customer disputes related to payment card transactions, primarily focusing on those processed through the Visa platform. The ideal candidate has a strong understanding of Visa regulations, chargeback processes, and dispute resolution best practices. This role is essential for ensuring customer satisfaction, minimizing financial losses, and maintaining compliance with industry standards.
 

Responsibilities:

• Process and file disputes with Visa following their regulations and timelines.
• Investigate chargeback cases, gathering evidence such as transaction records, customer communications, and
• merchant policies.
•  Prepare and submit compelling dispute responses to maximize recovery rates.
•  Monitor and track dispute statuses, ensuring timely follow-ups and escalations as needed.
• Collaborate with internal teams (e.g., customer service, fraud, and finance) to resolve disputes efficiently from
• initial request through funds movement
• Assist in the integration of tools and services to streamline and automate processes.
• Maintain accurate records of all disputes and chargebacks for reporting and compliance purposes.
• Analyze dispute trends to identify root causes and recommend process improvements.
•  Stay updated on Visa’s dispute resolution policies, industry regulations, and best practices.

Required Skills/Abilities:

• Strong understanding of Visa’s chargeback and dispute resolution processes.
• An analytical mindset with attention to detail for investigating and resolving complex cases.
• Excellent communication skills to craft clear, persuasive dispute responses and liaise with stakeholders.
•  Ability to work under pressure, managing high volumes of disputes within strict deadlines.
•  Proficiency in relevant tools (e.g., dispute management platforms, CRM systems, or Excel).
•  Proactive problem-solving skills to identify trends and implement preventive measures.

• Bachelor's degree in a related field (e.g., Business, Finance) or equivalent work experience.
• Minimum of 2 years of experience in dispute resolution, chargeback processing, or a related role within the financial services industry.
• Proven experience working with the Visa platform (e.g., VROL) is essential.