ABOUT xAI
xAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.
ABOUT THE ROLE:
X Payments seeks a Dispute Analyst for our Risk Operations team to investigate and resolve customer disputes across P2P, debit/credit card, and ACH channels. You’ll assess claims, manage provisional credits, and ensure compliance with Regulation E, NACHA, and network rules. This fast-paced role requires strong analytical skills and collaboration with Fraud, Compliance, and Customer Support teams to deliver timely, fair resolutions while minimizing business risk.
RESPONSIBILITIES:
- Investigate incoming customer disputes across P2P, debit/credit card, and ACH transactions, ensuring compliance with internal policies and regulatory standards.
- Validate chargeback rights and ensure required documentation is complete before initiating a dispute with networks or processors.
- Manage and track the issuance of provisional credits, ensuring adherence to Regulation E timeframes and NACHA rules for ACH claims.
- Maintain accurate and detailed case documentation within internal systems for audit readiness.
- Collaborate with internal teams (Fraud, Compliance,) to gather information, resolve gaps, and escalate high-risk or complex cases.
- Respond to representments, pre-arbitration, and final decisions from processors or networks; escalate unresolved or disputable cases as needed.
- Monitor dispute aging and ensure deadlines are met for all required actions, including filings, evidence submissions, and customer communications.
- Communicate resolution outcomes to customers with professionalism and clarity, adjusting for tone and regulatory requirements.
- Identify dispute trends or emerging issues and provide insights to leadership for process or policy improvements.
- Support audits, reporting, and quality assurance reviews by maintaining defensible case notes and outcome records.
BASIC QUALIFICATIONS:
- 3+ years of experience handling disputes involving debit or credit card transactions.
- Strong working knowledge of Regulation E (Electronic Fund Transfers Act), NACHA rules, and card network chargeback guidelines (Visa, Mastercard).
- Experience handling consumer disputes end to end across multiple payment types (P2P, debit/credit card, and ACH).
- Excellent written communication skills with the ability to draft clear, accurate, and compliant case notes and customer responses.
- Detail-oriented with strong organizational skills and the ability to meet strict deadlines in a fast-paced environment.
- Familiarity with dispute systems, case management platforms, and CRM tools.
- Analytical and investigative mindset with sound judgment and decision-making abilities.
- Bachelor’s degree in Finance, Business, Criminal Justice, or a related field preferred; relevant certifications (e.g., ETA CPP, CFE) a plus.
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