Dispute Operations Specialist

About Tamara

Tamara is a leading fintech platform in Saudi Arabia and the GCC region, providing financial solutions across retail, travel, education, and healthcare. The company serves over 25 million customers and more than 130,000 partner merchants daily. Tamara is supported by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital.

Role Summary

The Dispute Operations Specialist, reporting to the Team Leader, is an integral part of Tamara's Dispute Operations function in Riyadh. This full-time role focuses on the operational aspects of dispute resolution, including exception review, evidence adjudication, merchant communication, and recovery coordination. As Tamara's dispute automation evolves, the role will transition from high-volume case handling to more exception-focused work, such as fraud-flagged cases and regulator escalations. Candidates with 2-5 years of experience are encouraged to apply.

Key Responsibilities

• Manage the end-to-end process of merchant disputes.
• Review claims from standard queues or commercial channels, prioritizing cases where merchants are suspended due to high dispute rates.
• Evaluate evidence provided by both customers and merchants to adjudicate claims based on available evidence and applicable policies.
• Escalate cases to T&S or Team Leader according to defined criteria, maintaining a less than 48-hour SLA for manual review queues.
• Proactively communicate with merchants to ensure timely action on claims and provide guidance when support is needed.
• Engage merchants with high dispute rates to request action plans for performance improvement.
• Support the collection of merchant negative balances once the process and ownership model are finalized.
• Handle Channel Partner (CP)-flagged disputes according to defined manual workflows and coordinate with Commercial KAMs on partner-specific escalations.
• (For designated Investigators) Coordinate regulator escalations, handling SAMA and CBUAE cases in conjunction with the Gov Esc team and legal, drafting responses within the SAMA 5-business-day SLA, and maintaining a regulator escalation log for monthly reporting.

Reporting and Quality Assurance

• Generate daily case throughput reports.
• Conduct weekly quality reviews of adjudication decisions.
• Identify and report operational patterns and opportunities for improvement to the Team Leader.

Career Progression

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

Location and Work Type

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