Card Disputes Associate Specialist

Wise; São Paulo; Presencial; BRL 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

RSUs

Flexible working model

Self-development budget

Health and dental allowance

Life Insurance

EAP program

Paid time off

Sabbatical

Parental leave

Transportation vouchers

Food vouchers

TotalPass gym access

Resumo da oferta

Wise in São Paulo is seeking a Card Disputes Specialist to join our office and help drive accurate, timely resolution of card disputes, fraud and non-fraud, while upholding card scheme rules.

You will own end-to-end investigations, meet SLAs, collaborate with Support, Compliance and Product, and seek improvements to scale operations. Minimum 3 years in card disputes, experience in both fraud and non-fraud, and strong attention to detail are required.

Qualificações

• Minimum 3 years of hands-on experience in Card Dispute Operations.
• Experience with both Fraud and Non-Fraud disputes.
• Experience conducting end-to-end dispute investigations and resolutions.

Responsabilidades

• Maintain high-level execution of daily Card Disputes tasks.
• Support team to meet performance metrics and SLAs.
• Meet individual SLAs and KPIs for the role.
• Detect and escalate domain-related problems with stakeholders.
• Follow procedures and track critical updates.
• Execute end-to-end investigations of CF and NF disputes per card rules.
• Identify bottlenecks and suggest scalable improvements.
• Maintain accuracy and security in all cases and reporting.

Conhecimentos

Card dispute operations

Fraud & Non-Fraud

End-to-end investigations

Attention to detail

Descrição da oferta de emprego

We’re looking for a Card Disputes Specialist to join our team in the São Paulo office! This role is a unique opportunity to have an impact on Wise’s mission, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Here’s how you’ll be contributing to Card Disputes team:

As a Card Disputes Specialist, you are a frontline expert responsible for the heartbeat of our daily operations and are the executor of the workload directly contributing to SLAs.

• Maintain consistent and high-level execution of daily tasks and recurring responsibilities within Card Disputes.

• Support own team in reaching main performance metrics targets and SLAs set for the Operations organisation.

• Meet individual SLAs and KPIs set for the role.

• Detect and escalate domain-related problems and complex issues, ensuring timely and relevant communication with stakeholders.

• Follow Operational procedures and keep track of critical updates.

• Execute the end-to-end investigation and resolution of complex Card Fraud (CF) and Non-Fraud (NF) disputes, ensuring every decision is strictly compliant with card scheme rules and regulatory requirements.

• Actively identify weaknesses or “friction points” in daily workflows, proposing and helping implement practical solutions that make our operations more scalable and efficient.

• Maintain a high bar for accuracy and security in every case handled, upholding detailed records and ensuring all reporting responsibilities are met with factual precision.

• Work closely with Customer Support, Compliance, and Product teams to gather evidence, resolve high-priority escalations, and provide frontline insights into emerging fraud trends.

• You’ve excellent verbal and written communication skills, with the ability to express thoughts concisely and justify independent judgment calls with confidence.

• You’ve experience in an operational environment, preferably in payments, financial services, or back-office processing.

• You demonstrate strong attention to detail and commitment to maintaining high quality and accuracy in processing.

• You’ve good problem-solving and analytical skills to investigate and resolve dispute cases.

• You’re a self-starter, capable of managing daily workload and prioritizing effectively to meet deadlines.

• You thrive under pressure by multitasking efficiently and taking full responsibility for tasks, whether working as a collaborative team player or independently.

• You’ve a proactive, growth-oriented attitude, and are keen to learn whilst valuing constructive feedback to continuously improve performance.

Eligibility requirements:

• Minimum 3 years of hands-on experience in Card Dispute Operations

• Experience should include both Fraud and Non-Fraud disputes

• You have worked on end-to-end dispute investigation and resolution, not just case routing or customer support

Heads Up on Resumes:Please submit your resume inEnglish. We want to be sure we give everyone's application a fair review! Resumes in Portuguese will not be consider.

• 🚀 RSU’s in a rapidly growing company

• 💻 Flexible working model

• 💪 An annual self-development budget

• 🩺 Health and dental allowance for you and your dependents

• 💝 Company-paid: Life Insurance, and an EAP program

• ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

• 🏝️ A paid 6-week sabbatical leave after four years

• 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

• 🚌 Transportation vouchers

• 🍕 Food (730BRL per month) and meal (1,188BRL per month) vouchers

• 🏋️TotalPass access to 3,500 gyms and studios throughout Brazil

Clickhereto learn more about the benefits that we offer at Wise

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