Card Disputes Associate

Job description

We’re looking for a Card Disputes Associate/Analyst to join our team in the São Paulo office! This role is a unique opportunity to have an impact on Wise’s mission, help save millions more people money and work in a disruptive, fast-growing and fun environment. Here’s how you’ll be contributing to Card Disputes team: As a Card Disputes Associate, you are a frontline expert responsible for the heartbeat of our daily operations and are the executor of the workload directly contributing to SLAs.

Maintain consistent and high-level execution of daily tasks and recurring responsibilities within Card Disputes. Support own team in reaching main performance metrics targets and SLAs set for the Operations organisation. Meet individual SLAs and KPIs set for the role. Detect and escalate domain-related problems and complex issues, ensuring timely and relevant communication with stakeholders. Follow Operational procedures and keep track of critical updates.

Execute the end-to-end investigation and resolution of complex Card Fraud (CF) and Non-Fraud (NF) disputes, ensuring every decision is strictly compliant with card scheme rules and regulatory requirements. Actively identify weaknesses or “friction points” in daily workflows, proposing and helping implement practical solutions that make our operations more scalable and efficient. Maintain a high bar for accuracy and security in every case handled, upholding detailed records and ensuring all reporting responsibilities are met with factual precision.

Work closely with Customer Support, Compliance, and Product teams to gather evidence, resolve high-priority escalations, and provide frontline insights into emerging fraud trends.

Qualifications

You’ve excellent verbal and written communication skills, with the ability to express thoughts concisely and justify independent judgment calls with confidence. You’ve experience in an operational environment, preferably in payments, financial services, or back-office processing. You demonstrate strong attention to detail and commitment to maintaining high quality and accuracy in processing. You’ve good problem-solving and analytical skills to investigate and resolve dispute cases.

You’re a self-starter, capable of managing daily workload and prioritizing effectively to meet deadlines. You thrive under pressure by multitasking efficiently and taking full responsibility for tasks, whether working as a collaborative team player or independently. You’ve a proactive, growth-oriented attitude, and are keen to learn whilst valuing constructive feedback to continuously improve performance.

Eligibility requirements

Minimum 3 years of hands-on experience in Card Dispute Operations Experience should include both Fraud and Non-Fraud disputes You have worked on end-to-end dispute investigation and resolution, not just case routing or customer support