Dispute Analyst

About this role

<div class="content-intro"><p><strong>Innovate with purpose</strong></p> <p>At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.</p> <p>Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.</p> <p>BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.</p> <p>✨ Let’s give businesses more time for what matters.</p></div><p><strong>Make your impact within a rapidly growing Fintech Company</strong></p> <p class="p1">As part of BILL's Dispute Resolution Operations team, this position is responsible for resolve customer’s disputes or chargeback related cases and support on the process and tool’s enhancement.</p> <ul class="ul1"> <li class="li1"><span class="s2">Understand dispute, chargeback processes and procedures develops and applies subject matter expertise related to ACH, check, and/or international payments. </span></li> <li class="li1"><span class="s2">Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures. </span></li> <li class="li1"><span class="s2">Partner with internal groups and external banking institutions to resolve issues. </span></li> <li class="li1"><span class="s2">Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues. </span></li> <li class="li1"><span class="s2">Make recommendations for process improvements related to daily payment operations procedures </span></li> <li class="li1"><span class="s2">Reviews, analyzes and resolves simple to complex payment processing issues </span></li> <li class="li1"><span class="s2">Provide education and payment lifecycle knowledge to internal and external customers </span></li> <li class="li1"><span class="s2">Ability to guide analysts through workload prioritization, queue management and payment exception handling </span></li> <li class="li1"><span class="s2">Recommend viable solutions/actions, based on compliance and regulatory facets of money movement (Chargeback rules, applicable banking regulations, etc.) </span></li> <li class="li1"><span class="s2">Identify and resolve systemic issues that may arise through day-to-day processing activities </span></li> <li class="li1"><span class="s2">Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights </span></li> <li class="li1"><span class="s2">Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense </span></li> <li class="li1"><span class="s2">Partner cross-functionally within and outside of the company </span></li> <li class="li1"><span class="s2">Identify, research and highlight trends, making efficiency recommendations </span></li> <li class="li1"><span class="s2">Make recommendations for process improvements related to daily payment operations procedures </span></li> <li class="li1"><span class="s2">Reviews, analyzes and resolves simple to complex payment processing issues<span class="Apple-converted-space"> </span></span></li> </ul> <p><strong>We’d love to chat if you have:</strong></p> <ul class="ul1"> <li class="li1"><span class="s2">1 to 2 years of <strong>payment chargeback, dispute</strong> or risk investigation experience </span></li> <li class="li1"><span class="s2">Possesses strong data analysis and investigative reporting skills  </span></li> <li class="li1"><span class="s2">Able to solve transaction or payment issues without complete process guidance</span></li> <li class="li1"><span class="s2">Know how to work with process or product analysts to build and enhance operational processes for new products</span></li> <li class="li1"><span class="s2">Able to document down any issues,…