About the job

We’re looking for a Disputes Analyst to join our Risk and Operations team. The ideal candidate is a proactive problem solver and analytical thinker, with great communication skills, who will relish helping Nomod’s merchants fight customer disputes and chargebacks.

As a Disputes Analyst, you will:

• Support merchants in managing and challenging disputes and chargebacks

• Help to manage the portfolio of active dispute cases

• Process incoming disputes, analyse the transaction and dispute reason, and determine what information we require to challenge the dispute

• Engage with merchants, via email, Whatsapp and voice, to gather additional information about the disputed transaction, to allow us to form a clear picture of the activity taking place

• Assist the team leads in preparing and submitting dispute rebuttal documents

• Assist team leads to proactively investigate account behaviour and transactional activity, identify patterns, and help design, implement and refine our processes, risk scoring and underwriting models to minimise fraud, chargeback and recovery risks

• Assist team leads in spotting patterns, contributing to our Help Centre content, and sharing recurring feedback to our Product and Engineering teams when appropriate

• Work with an agile, globally distributed team and be able to harness constructive feedback

• Be proud of what you work on, whilst obsessing about the quality of what you produce

• Have regular opportunities for career growth. We’re growing quickly and are forming new teams as we do. We have a bias towards internal promotion into leadership roles

• Ensure that everyone is blown away with their Nomod experience

You’ll experience what it is like to work in a fun, entrepreneurial, and high growth startup!

What we’d like
You do not need to be intimately familiar with any of the technologies that we work with. Great people are effective at quickly learning what we use or introduce us to new ways of working.

Having said that, we think a Disputes Analyst should:

• Be educated to at least degree level or equivalent

• Have previous experience in a risk, operations or dispute management role, ideally in a financial services or merchant acquiring environment

• Have exceptional written and verbal skills in English. If you’re bi or trilingual in Arabic, Hindi or Urdu, that would be incredible

• Have obsessive attention to detail while also being able to spot the bigger picture

• Love diving deep into investigations based on a user’s story utilising an array of tools

• Be persistent, resilient and comfortable asking challenging questions in the face of pushback from users

• Be comfortable making high value, and sometimes emotionally difficult decisions, often without perfect information

• Have lots of energy, be proactive, think quickly and revel in solving problems that may require a slightly different approach each time

• Enjoy building relationships with people, and have excellent interpersonal skills and emotional intelligence

• Chrome, Gmail, Google Docs, and similar web tools are second nature

• Be creative, innovative, data driven, and have the ability to take on lots of responsibility, while orchestrating multiple deadlines and pushing for outcomes

• Deliver no matter what it takes

• Have the ability to thrive in a fully remote, distributed organisation

• Be lots of fun to work with!

Nice to haves

• Prior experience at a high growth startup or at an established fintech firm

• Experience using data to build and refine risk and fraud tools

• Fluency in other languages in addition to English

• Experience working with a remote, global, multicultural team

What you’ll get
As a Disputes Analyst you will receive:

• Your choice of equipment

• Competitive pay

• Access to our upcoming ESOP

• Incredible co-workers (yep, really!)

• A super nice, flexible, distributed work environment