Sr. Disputes Operation Analyst

About the Role:

As the Senior Disputes Operations Analyst, you will serve as a subject matter expert managing the end-to-end lifecycle of complex client dispute claims, including debit cards, credit cards, and non-debit transactions. This role focuses on filing dispute claims with external vendors, conducting thorough upfront and post-resolution investigations, and maintaining strict adherence to internal SLAs. Beyond standard claim management, you will handle formal appeals for denied claims, manage escalations from Customer Service, and provide guidance to peer analysts. Additionally, you will work collaboratively with partner teams on non-card recovery efforts (ACH debit, outbound ACH transfers, wires, and checks), identify risk trends, and support the Sr. Manager of Disputes on process improvements and occasional joint initiatives with Fraud and Product teams.

What You'll Do:

• Manage and prioritize a high-volume daily queue of complex and high-value dispute claims across debit card, credit card, and non-debit channels, taking cases from initial intake to final resolution while maintaining strict adherence to internal service-level agreements (SLAs).
• Accurately file dispute claims with third-party vendors and financial institutions, performing both upfront and post-resolution investigations.
• Conduct meticulous data review and analysis to validate the legitimacy of all submitted claims in accordance with Business Bank requirements.
• Lead comprehensive investigations into unauthorized transactions, actively monitoring for and identifying emerging patterns of card fraud, account takeover (ATO) activity, and dispute abuse.
• Own the formal appeals process for denied claims, conducting secondary reviews to ensure fair, accurate, and well-documented decisions.
• Serve as an escalation point for Customer Service to evaluate and resolve complex or sensitive client dispute inquiries.
• Act as a peer mentor and resource, providing technical guidance, support, and oversight to other analysts on the team.
• Collaborate cross-functionally with partner teams on non-card recovery efforts, including ACH debits, outbound ACH transfers, wires, and checks.
• Maintain clear, professional, and effective written communication when interacting with internal stakeholders, partner banks, and vendors to facilitate claim resolution.
• Collaborate with Risk, Fraud Operations, and Product teams in conjunction with the Sr. Manager of Disputes to share insights and support control improvements.
• Proactively identify opportunities for process improvement, take ownership of implementing changes, and contribute to the continuous strengthening of BlueVine's dispute resolution framework.

What We Look For:

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field
• 3-5+ years of experience in dispute resolution, preferably within a commercial fintech or banking environment.
• Demonstrated expertise and strong working knowledge of Network rules (Visa/Mastercard), NACHA rules, and wire/check recovery frameworks.
• Proven experience handling claim appeals, resolving Customer Service escalations, and supporting or mentoring peer analysts.
• Proven ability to perform complex root-cause analysis and problem-solving in a fast-paced environment.
• Exceptional written communication skills, with an emphasis on creating detailed and accurate documentation for internal records and external correspondence.
• Strong organizational skills and the ability to manage time effectively to meet deadlines.
• Applicants must be currently authorized to work in the United States on a full-time basis