Dispute Analyst

About this role

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

As part of BILL's Dispute Resolution Operations team, this position is responsible for resolve customer’s disputes or chargeback related cases and support on the process and tool’s enhancement.

• Understand dispute, chargeback processes and procedures develops and applies subject matter expertise related to ACH, check, and/or international payments.

• Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures.

• Partner with internal groups and external banking institutions to resolve issues.

• Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues.

• Make recommendations for process improvements related to daily payment operations procedures

• Reviews, analyzes and resolves simple to complex payment processing issues

• Provide education and payment lifecycle knowledge to internal and external customers

• Ability to guide analysts through workload prioritization, queue management and payment exception handling

• Recommend viable solutions/actions, based on compliance and regulatory facets of money movement (Chargeback rules, applicable banking regulations, etc.)

• Identify and resolve systemic issues that may arise through day-to-day processing activities

• Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights

• Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense

• Partner cross-functionally within and outside of the company

• Identify, research and highlight trends, making efficiency recommendations

• Make recommendations for process improvements related to daily payment operations procedures

• Reviews, analyzes and resolves simple to complex payment processing issues

We’d love to chat if you have:

• 1 to 2 years of payment chargeback, dispute or risk investigation experience

• Possesses strong data analysis and investigative reporting skills

• Able to solve transaction or payment issues without complete process guidance

• Know how to work with process or product analysts to build and enhance operational processes for new products

• Able to document down any issues, proposed solutions, SOPs or training materials for bigger teams

• Deliver training or mentoring for new hires to support Pay-by-card business

• Has the ability to communicate clearly, and effectively with customers while investigating and resolving payment exceptions

• Has an understanding of customer account management and service operations

• Has proven ability to learn and adapt to new processes and procedures

• Shows a passion for the research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue

• Possesses excellent organizational and time management skills – must possess ability to prioritize and balance multiple tasks simultaneously

• Has the ability to make decisions with the balance of losses, customer experience and operational costs.

• Has strong skills of using Excel and other softwares to create spreadsheets, models and reports

The estimated hourly range for this role is noted below for our office location in San Jose, CA. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

San Jose pay range $32.98 — $39.52 USD

The estimated hourly range for this role is noted below for our office location in Draper, UT. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range $28.03 — $33.56 USD

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays,

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