Palo Alto or Remote
Gen Z is the generation of the side hustle.
They’re creators.
They’re freelancers.
They’re investors.
And they’re not afraid to take on challenges, especially when it comes to their finances - and we’re here for it.
Step is a next-generation financial services company building a better banking experience to help teens and young adults achieve financial independence and knowledge at an earlier age.
We’re on a mission to improve the financial future of the next generation by empowering teens to start their financial journey today.
Step is a well-funded Series C company that has raised more than $175M, focused on disrupting the banking industry through a differentiated mobile-first consumer experience.
Teens and families love our product.
We eclipsed 1 million customers in just four months after launch and have now crossed 4 million customers.
If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you!
The Role
As a Dispute Investigator, you'll play a crucial role in addressing and resolving cardholder disputes related to their Step account, including issuing & acquiring disputes, chargebacks, fraud claims, and merchant discrepancies.
You'll ensure our cardholders receive clear, compassionate support during complex financial situations.
Responsibilities
Credit card dispute resolution by investigating and resolving cardholder disputes related to credit card transactions, including chargebacks and fraud claims, in a timely and effective manner.
User support by acting as a primary contact for users experiencing issuing & acquiring disputes, providing clear, empathetic, and professional support.
Process improvement by continuously seeking ways to improve the dispute resolution process, aiming for increased efficiency and user satisfaction.
Ensure all dispute resolution activities are compliant with federal regulations E & Z as well as VISA chargeback guidelines.
Maintain accurate records and perform daily reporting tasks.
Reviewing and processing upwards of 100+ disputes cases a day
Maintaining a QA threshold of 95%+
Compiling evidence, filling out information and finally submitting chargeback forms to our payment processor.
Directly working with our payment processor to request compelling evidence after chargeback resolution.
Being able to identify and escalate fraud trends and/or other commonalities.
Responsible for investigating large dollar claims, card present claims, and working with cardholders that frequently file claims.
Qualifications
2+ years experience in a dispute related role involving either issuing or acquiring disputes, specially experience in fintech or financial services
Experience working in high productivity/volume roles
Has excellent written and verbal communication skills to establish productive working relationships with staff and management at all levels
Experience working with cross-functional teams such as fraud, compliance, trust & safety and customer experience when working on dispute claims
Ability to effectively identify, prioritize, and handle multiple dispute cases simultaneously
Highly motivated self-starter with a desire to grow and learn
Have a strong understanding of Reg E & Z
Have experience or knowledge working with card network rules
Be comfortable with decision making in a fast paced, ambiguous environment, while demonstrating curiosity and growth mindset
Salary Range
Base pay salary range is $65,000-$85,000 USD and stock in early stage startup
Starting salary will be determined by a variety of factors including job-related skills, experience, qualifications, work location, and market conditions.
Working at Step
Competitive salary based on experience, with full medical and dental benefits
High potential for growth
Stock in an early-stage startup
Flexible WFH and vacation policy
Paid parental Leave
Employee referral program ️
Professional development reimbursement
Monthly stipend for Step Card testing ️
401K plan
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