Disputes Subject Matter Expert

Managua, Nicaragua

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Disputes Subject Matter Expert

Job Description


Passbook is the first digital bank for immigrants in the US. We believe that leaving home is hard enough and managing your money shouldn’t be, so we introduce the first digital banking solution with no fees, with no SSN required & for international use.  Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Passbook, your work has a direct and positive impact on people around the globe. Your work matters, every day.


As a Passbook disputes subject matter expert you get the opportunity to build trust and love for customers. Your primary focus in this critical support is to creatively gather evidence, advocate for customers, and develop processes that are compliant but customer focus. This is achieved through the iterative design, documentation, and maintenance of our dispute resolution procedures in favor of the customers, when appropriate. You will be empowered to think outside the box while respecting our guardrails to protect our customers and the business.


Job Duties & Responsibilities


  • Identify common dispute trends that would help inform the product teams about solutions that would increase customer’s trust, and reduce disputes rates.
  • Effectively design, document and maintain error resolution procedures focused on the optimization of customer experience while meeting Visa rules and Regulation E requirements.
  • Consistently keep a strong knowledge of Visa international operating rules and Regulation E with regard to dispute processing.
  • Partner with the training team to exceptionally prepare escalation associates for dispute processing.
  • Partner with the customer advocacy team to guarantee internal quality by streamlining the inspection process.
  • Conduct weekly inspections to ensure processes compliance, and support external audits for disputes processing.
  • Master error resolution procedures by continuously supporting customers and creatively gathering compelling evidence that would effectively resolve the claim.

Functional Competencies


  • Keen problem solvers
    • Orientated to details
    • Assertive communication
  • Critical thinking
  • Fast learner




  • High school diploma or equivalent
  • Minimum 1 year of dispute resolution experience
  • Strong organizational, analytical and problem solving skills
  • Effective time management skills
  • Customer centric and goal-oriented focus
  • Flexibility to work and learn independently to meet deadlines
  • Excellent communication skills
  • Typing proficiency
  • Adaptability to a fast-paced and evolving environment
  • Willing to continuously learn and to do new tasks.