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. We’re looking to hire a Disputes Specialist to deliver magical customer experiences all while balancing risk. As a Disputes Specialist, you will serve as a disputes subject matter expert by handling the intake, investigation, and resolution of card and ACH disputes. You’ll work with our customers in order to make consistent and high quality risk-based decisions that directly impact Mercury and our customers. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. In this role, you will: Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as ACH disputes Work with our partners and internal team members to review and assess information received from users to determine the validity of filed disputes from users Manage a high-volume caseload within service level agreements and with critical attention to detail Submit chargebacks to Mastercard on an as needed basis Document rationale for risk decisions with supporting documentation Meet performance targets across key quality and productivity metrics Identify opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates Maintain a positive user experience, while mitigating risks to Mercury You should: 2–5+ years of experience in customer support or investigations, including direct customer interaction and/or escalation handling; dispute experience and familiarity with card scheme (such as Visa or Mastercard) chargeback rules are a plus Have experience in banking, fintech, or other financial services Have experience in managing customer-facing queues to support caseloads Have experience with Zendesk or other similar CRM t