Dispute Operations Specialist

About the Role

Tamara is seeking a Dispute Operations Specialist to join its newly established Dispute Operations function in Riyadh. This full-time role is central to dispute resolution, involving case-level operational work such as exception review, evidence adjudication, merchant communication, and recovery coordination. The position requires 2-5 years of relevant experience.

Role Evolution and Career Path

As Tamara's dispute automation matures through 2026-2027, this role will transition from high-volume case handling to focus on exceptions, including fraud-flagged cases, regulator escalations, and complex adjudications. Specialists who develop strong judgment in exception handling and merchant communication will have a direct pathway to Team Leader within the function or broader roles in Care Operations.

Key Responsibilities

The Dispute Operations Specialist will manage merchant disputes end-to-end, with responsibilities including:

• Review & Adjudication: Review claims from standard queues or commercial channels, evaluate evidence from customers and merchants, adjudicate claims based on evidence and policies, and escalate to T&S or Team Leader as defined. Maintain a less than 48-hour SLA on the manual review queue.
• Merchant Engagement & Dispute Rate Management: Communicate proactively with merchants to ensure timely action on claims, guide merchants on claim actions, and engage those with high dispute rates to request action plans for improvement.
• Negative Balance Collection Support: Support the collection of merchant negative balances once the process and ownership model are finalized. This responsibility will be incorporated into the role upon definition.
• Channel Partner Workflow Support: Handle CP-flagged disputes according to defined manual workflows and coordinate with Commercial KAMs on partner-specific escalations.
• Regulator Escalation Coordination (Designated Specialists Only): One designated specialist will handle SAMA and CBUAE escalated cases in coordination with the Gov Esc team and legal, draft responses to regulator queries within the SAMA 5-business-day escalation SLA, and maintain a regulator escalation log for monthly reporting.

Reporting and Analysis

This role involves regular reporting and analysis to ensure operational efficiency and quality:

• Daily case throughput reporting.
• Weekly quality review on adjudication decisions.
• Identifying and surfacing operational patterns and improvement opportunities to the Team Leader.

Experience and Qualifications

Candidates should possess the following:

• 2-5 years of experience in dispute resolution, operations, or a related field.
• Demonstrated ability to manage case-level operational work effectively.
• Strong analytical skills for evidence evaluation and policy application.
• Excellent communication skills for merchant engagement and internal coordination.

Work Environment

This is a full-time, hands-on operational role based in Riyadh, reporting directly to the Team Leader within the Dispute Operations function.