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.

Education and Experience:

• 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.

Benefits:  

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio:  

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family, and that influences everything we do. We know our employees are the most important part of the team, and we treat them accordingly! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or feel free to check out our Instagram page, hirehoratiord, to see it for yourself. Whether it’s free meals, concerts, clubs, yoga classes, or an awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and most innovative companies in the world — many of which are startups. This means no boring scripts or repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you observe each day. You’ll also get to interact directly with clients — it might be the head of customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company that offers numerous opportunities for new employees to advance. A large number of our senior managers started as associates, proved themselves, and were promoted repeatedly. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people, we have in-house clinical psychologists.