About Us:
Zolve’s mission is simple: we want to make financial products accessible to everyone. We offer a plethora of products to simplify banking in the US, such as:
A Zolve Bank Account that can be created from anywhere in the world in under five minutes.
A high-limit Credit Card that helps build a healthy credit score.
Easy, lightning-fast, cross-border money transfers with the best rates in the market.
Loans and insurance products available on our platform.
Zolve is expanding its horizons, and we’re excited to open our doors to everyone expanding theirs. We have raised $55 million from the world’s largest venture capital firms like Lightspeed, Tiger Global, DST Global, Accel, etc.
About the Role:
As a Disputes & Chargeback Manager at Zolve, you will play a crucial role in managing and resolving credit card disputes and chargebacks. This position requires a proactive and analytical individual with a deep understanding of the U.S. credit card dispute process, including Reg Z and Reg E regulations. You will be responsible for investigating, analyzing, and responding to disputes and chargebacks in a timely and effective manner.
What You’ll Do:
Dispute Handling: Manage all aspects of the dispute process in compliance with MasterCard, Reg E, Reg Z guidelines, and other applicable federal and state rules and regulations.
Team Leadership: Lead and mentor a team of dispute analysts, providing guidance and support in their daily activities.
Training & Development: Conduct regular training sessions to enhance the team's expertise in U.S. credit card disputes.
Fraud Prevention: Use analysis to segment customer behavior and develop targeted solutions to prevent sophisticated fraud activity.
Chargeback Strategies: Develop chargeback response strategies and gather evidence required to fight chargebacks and resolve dispute inquiries.
Issue Escalation: Exercise sound judgment to escalate issues to the appropriate resource when unable to resolve the problem in a reasonable amount of time.
Data Analysis: Aggregate and analyze statistical data on cards and chargebacks to identify patterns and collaborate with the Risk team on fraud trends.
Collaboration: Work closely with internal teams, external banking institutions, and our Customer Support team to resolve issues and respond to customer inquiries.
You Have:
Minimum 5 years of experience in chargeback dispute resolution and risk management with MasterCard.
Up-to-date knowledge of MasterCard Rules and Regulations, and internal procedures relating to card payments and chargeback dispute processing.
Strong working knowledge of Reg E and Reg Z.
Ability to work efficiently with internal and external partners.
Ability to take initiative and work independently.
Basic experience with scripting languages such as Python.
Experience with MongoDB (No-SQL data environment).
Relevant Fraud Certifications.
What it’s like to work at Zolve:
While we’re a fast-growing company, we rely strongly on a First Principles approach, questioning the way things were done before. Our team prioritizes positive interactions and high ownership. We understand that we may not always be able to control outcomes, so we review success in terms of our inputs—did we do everything possible to make something happen?
Our approach isn’t for everyone, especially if you’re used to clearer frameworks and single-threaded reporting. However, for someone who understands the end goal, the process and journey are positive challenges that will push you to grow personally and professionally. Zolve continues to be a pioneer in the fintech space, over-indexing on passion, ownership, and customer empathy.
If you’re ready to dive in headfirst and help shape the future of global fintech, we’d love to chat.