Dispute Operations Specialist

About Tamara

Tamara is a prominent fintech platform operating in Saudi Arabia and the GCC region. The company aims to provide simple, trusted, and accessible financial solutions, serving over 25 million customers and partnering with 130,000 merchants across various sectors. Tamara is supported by Sanabil Investments, a wholly-owned company of the Public Investment Fund, and SNB Capital.

The Role of Dispute Operations Specialist

Tamara is seeking a Dispute Operations Specialist to join its new Dispute Operations function in Riyadh, Saudi Arabia. This is a full-time, hands-on operational role, reporting to the Team Leader, focusing on managing case-level dispute resolution. The position requires 2-5 years of experience. As Tamara's dispute automation advances, this role will evolve from high-volume case handling to concentrating on exceptions such as fraud-flagged cases, regulator escalations, and complex adjudications.

Key Responsibilities

• Review & Adjudication: Review claims from standard queues or commercial channels, prioritizing merchants suspended due to high dispute rates. Evaluate evidence from both customers and merchants, adjudicate claims based on evidence and policies, and escalate cases as per defined criteria. Maintain a service level agreement (SLA) of less than 48 hours for manual review queues.
• Merchant Engagement & Dispute Rate Management: Proactively communicate with merchants to ensure timely action on claims and provide guidance as needed. Engage with merchants experiencing high dispute rates to request action plans for improvement.
• Negative Balance Collection: Support the collection of merchant negative balances once the process and ownership model are finalized. This responsibility is currently being scoped.
• Channel Partner Workflow Support: Handle CP-flagged disputes according to defined manual workflows and coordinate with Commercial Key Account Managers (KAMs) on partner-specific escalations.
• Regulator Escalation Coordination (Designated Investigators Only): For designated specialists, handle SAMA and CBUAE escalated cases in coordination with the Government Escalation team and legal. Draft responses to regulator queries within the SAMA 5-business-day escalation SLA and maintain a regulator escalation log, reporting monthly to the team leader.
• Reporting: Provide daily case throughput reports and weekly quality reviews on adjudication decisions. Identify and surface operational patterns and improvement opportunities to the Team Leader.

Qualifications and Experience

• 2-5 years of experience in a relevant operational role.
• Demonstrated ability to manage case-level dispute resolution.
• Experience with exception review, evidence adjudication, and recovery coordination.
• Strong communication skills for merchant engagement.

Career Progression

Investigators who demonstrate strong performance in exception handling and merchant communication may have opportunities for advancement to Team Leader within the Dispute Operations function or to broader roles within Care Operations.

Location and Work Type

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia.