Disputes Manager

Los Angeles / Operations — Operations / Full-time
Who we are
Albert is a new type of financial service that uses powerful technology to automate your finances, with a team of human experts to guide you. Albert saves and invests automatically for you, helps you avoid overdrafts, finds savings you’re missing, identifies bills you’re overpaying, and much more. Text Albert a financial question, and our geniuses won’t just offer guidance — they’ll help you take action.

We're an LA-based startup with a proven business model, backed by top-tier institutional investors and with nearly 6 million users who have trusted Albert to help them achieve their financial goals. We're on a mission to democratize money management through our simple, beautifully designed product, and we're looking for thoughtful, talented people to join us on our journey.

About the role
We are looking for a Disputes Manager to join our Operations team. As we scale our banking offering, Albert Cash, you will work on the front lines of our customer dispute investigations program to maximize its efficiency and accuracy while providing our customers with exceptional service. You will assist our customers that have submitted disputes and exercise judgment to guide cases through the proper operational channels, adhering to applicable regulatory rules and requirements. 

The Disputes Manager is the point person for particularly critical touchpoints for Albert: we have the opportunity to strengthen relationships with customers facing stressful situations, while protecting the company from fraudulent claims and losses. As we grow, you will play a key role in shaping our disputes procedures and processes.
Things you're good at
  • Communication: Strong writing skills to clearly set expectations with customers, and gather information from them, and ability to maintain high-quality professional interactions even when facing high pressure situations
  • Attention to detail: Exceptional spelling and grammar, and ability to manage specific time frames for dispute management  
  • Organization: Ability to methodically prioritize and organize tasks in a systematic and efficient manner
  • Multi-tasking:  An innate ability to multitask and juggle multiple customer interactions and dispute cases at once
  • Drive to succeed: You thrive in a fast-paced startup environment, and are willing to wear different hats and put in the work to accomplish your goals
  • Independence and judgment: When you are stuck, you think of potential solutions and present options to your colleagues rather than simply asking “what now?”
  • Collaboration: Work well with others across different teams by communicating clearly and often
  • Provide excellent customer service via text message and email to address incoming disputes in a timely manner
  • Gather information from customers and internal systems to support dispute claims 
  • Review account details, transactional patterns, and other pertinent information to drive dispute resolution
  • Collaborate closely with compliance, operations, analytics, finance and Genius customer support teams to investigate cases and resolve issues
  • Maintain organized and auditable records to evidence compliance with requirements applicable to the dispute process
  • Update monthly dispute reports for bank partners  
  • Implement enhancements to scale the dispute management process and improve operational efficiency and accuracy
  • B.A. or B.S. Degree required
  • 3+ year of experience in disputes / complaints investigation/resolution role at a fast-paced organization
  • Thorough understanding of and adherence to applicable compliance requirements (e.g., Regulation E, NACHA Operating Rules, payment network (Visa, MasterCard) rules)
  • High levels of motivation, resilience, and enthusiasm to support our customers
  • Strong analytical and problem-solving skills, with extreme attention to detail
  • Aptitude for independent problem-solving and decision making
  • Passion for Albert’s mission
  • Competitive salary and meaningful equity
  • Health, vision and dental insurance
  • Daily meals provided
  • Monthly wellness stipend
  • 401k match
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