Dispute Operations Specialist

About MRSOOL Inc.

MRSOOL Inc. is seeking a Dispute Operations Specialist to join its team in Riyadh. This full-time role is designed for individuals with 0-1 years of experience, focusing on the operational aspects of dispute resolution within a fintech environment.

Role Overview

The Dispute Operations Specialist, reporting to the Team Leader, is an integral part of the newly established Dispute Operations function. This role involves handling case-level operational work for dispute resolution, including exception review, evidence adjudication, merchant communication, and recovery coordination. As automation matures, the role will transition from high-volume case handling to focusing on exceptions such as fraud-flagged cases, regulator escalations, and complex adjudications.

Key Responsibilities

• Manage the end-to-end process of merchant disputes.
• Review and adjudicate claims based on provided evidence and applicable policies.
• Communicate proactively with merchants to ensure timely action on claims.
• Guide merchants on claim actions when support is required.
• Engage merchants with high dispute rates to request action plans for performance improvement.
• Support the collection of merchant negative balances once the process is finalized.
• Provide workflow support for channel partners.

Daily Duties

• Review claims through the standard queue or commercial channel, prioritizing cases where a merchant is suspended due to high dispute rates.
• Evaluate evidence from both customers and merchants.
• Adjudicate claims based on available evidence and defined policies.
• Escalate cases to T&S or Team Leader according to established criteria.
• Maintain a service level agreement (SLA) of less than 48 hours for the manual review queue.
• Handle CP-flagged disputes following defined manual workflows.
• Coordinate with Commercial Key Account Managers (KAMs) on partner-specific escalations.

Qualifications and Experience

• 0-1 years of experience in a relevant field.
• Demonstrated ability to develop strong judgment in exception handling and merchant communication.

Career Progression

Investigators who excel in exception handling and merchant communication will have a direct pathway to Team Leader positions within the Dispute Operations function or broader roles in Care Operations.