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Company | Marqeta |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-09-08 |
Posted at | 9 months ago |
Position Summary
- Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation.
- Understand and clearly explain Visa/MasterCard/Pulse/Maestro regulations as necessary to our customers.
- Use multiple customer support software tools to resolve issues including Zendesk, Slack, internal and external web portals
- Coordinate with our Issuing Bank partners to ensure that Marqeta is compliant with their requirements for monitoring, reporting, and dispute resolution.
- Resolve moderate/complex issues with little or no supervision or direction.
- Manage inbound escalations from multiple sources to resolution and identification of potential processing problems requiring escalations to product and engineering teams
- Work with peers and leadership to communicate dispute trends and share best practices, ideas, and information within Marqeta and our customers.
- Maintain or exceed established standards (SLAs) for customer service
- Able to work independently with high volume caseloads processed with high quality
- Strong understanding of Card Network regulations related to chargeback processing
- Working knowledge of Reg E, Z, data privacy and other regulatory requirements for dispute management
- Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules
- 3 - 5+ years of relevant experience (financial services, payment industry, etc)
- Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who is able to work independently
- Superior communication skills (interpersonal, verbal, presentation, written, email)
- Bachelor’s degree or equivalent experience. Master’s degree is a plus.
- Demonstrated ability to achieve results through cross-functional, virtual teams
- Experience in direct customer interaction; ability to talk through complex cases and render positive outcomes
- Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments.
- Jollin Gonzales, Senior Manager, Risk Operations
- Kelly Hardesty
- Virtual “Onsite” consisting of 4-5 45 min calls
- Hiring manager video call
- Offer!
- Application submission
- Recruiter phone call
- Monthly stipend to support our hybrid work model
- Retirement savings program with company contribution
- Family-forming benefits including fertility support and up to 20 weeks of Parental Leave
- Free therapy sessions, financial coaching, and legal advice
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Health insurance premiums paid 100% + coverage for dependents and pets
- Flexible time off – take what you need
- We do not currently support any new sponsorship opportunities or sponsorship transfers for this role
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