Disputes Senior Analyst

Operations at Brex

The Operations team is the bridge between our products and our customers. Our priority is to keep our customers happy and their businesses protected, while communicating vital information to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with the Risk, Compliance, Data, and Engineering teams to allow Brex to scale efficiently, keeping quality top of mind.

What You’ll Do

This role will be based in our San Francisco office. You must be willing to work in the office at least 2 days per week on Wednesday and Thursday, starting the week of January 6th, 2025. Employees will be able to work remotely for up to 4 weeks per year.As part of the Disputes Team within Payment Operations, you will be responsible for supporting the day-to-day queues and working closely with our BPO team.

You will be able to identify Transaction Fraud as an SME and have a deep understanding of Chargebacks, including Pre-Arbitration. You will establish yourself as a main point of contact on complex cases. To aid our customers, you will provide case guidance to our BPO team and communicate with internal stakeholders (including Fraud Operations, Customer Support, and Engineering) on cross functional efforts.

Beyond responsibilities within the scope of the core queue, you will engage in project work to improve workflows and the customer experience.

Where you’ll work 

This role will be based in our Salt Lake City office. You must be willing to work in office at least 2 days per week on Wednesday and Thursday, starting the week of January 6th, 2025. Employees will be able to work remotely for up to 4 weeks per year.

Responsibilities

• Be an SME and main point of contact for complex cases. This includes providing guidance and making decisions in day-to-day operations of Disputes, Pre-Arbitration, and Re-Billing
• Analyze business inefficiencies and propose solutions to leadership
• Own specific tooling improvements, which can include the implementation and the long-term expertise of the changes
• Work with cross-functional teams to resolve complex issues and drive change through process improvements
• Adhere to regulatory and legal requirements

Requirements 

• Bachelor's degree
• At least 1-2 years experience in Disputes (including Pre-Arbitration)
• Proven ability to navigate ambiguity and bring clarity to complex cases
• Ability to thrive in a fast-paced environment while successfully adapting to change
• Proven ability to work collaboratively with cross-functional teams as well as independently
• Excellent communication and writing skills, with the ability to lead the standard of case documentation and present insights to leadership
• May travel 1-2 times per year for team offsite and BPO visits in India
• Must be willing to work in the office 2 days per week on Wednesday and Thursday

Bonus points

• Strong understanding of Salesforce
• Experience in data tools such as Looker or Tableau
• Experience using Mastercard Connect

Compensation

The expected salary range for this role is $61,600- $77,000. However, the starting base pay will depend on several factors, including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.