Dispute Analyst

Bolt is on a mission to democratize commerce. We relentlessly prioritize our retailers—putting their brands front and center while enabling frictionless shopping at any touchpoint in the customer journey. At the center of it all is our rapidly growing universal shopper network—Bolt merchants such as Revolve, Lily Pulitzer, Kendra Scott, Lucky Brand Jeans, and Jonny Was can access tens of millions of shoppers, offering them a best-in-class checkout.

And revolutionizing ecommerce is only half of the equation—we’re also transforming the way we work. At Bolt, we have created a work environment where people learn to drive impact, take risks and make big bets, and grow from feedback, all while feeling welcomed and accepted for who they are. Come join us on the adventure today!

What you will be doing:

• Conduct thorough investigations into customer-reported financial discrepancies and transaction disputes.
• Engage with customers to obtain relevant information and documentation needed to resolve issues.
• Coordinate with departments such as fraud prevention, compliance, and customer service to drive timely resolutions.
• Spot recurring issues or patterns in disputes and recommend solutions to reduce future occurrences.
• Ensure all resolutions adhere to applicable legal and regulatory standards.
• Contribute to developing proactive strategies to enhance the customer experience and reduce dispute volume.
• Serve as an internal expert on dispute procedures, providing guidance and insights as needed.
• Continuously evaluate and improve dispute resolution workflows and tools.
• Manage complex or escalated cases with a focus on empathy, efficiency, and resolution.
• Maintain comprehensive and organized documentation of all case-related activities.
• Report dispute trends, potential risks, and resolution status to leadership on a regular basis.
• Review internal processes to ensure alignment with industry compliance standards.
• Support onboarding and training initiatives for new team members in dispute handling.
• Track and analyze key performance indicators related to dispute resolution to inform process improvements.

What would set you up for success:

• Bachelor’s degree in Business, Finance, Accounting, or a related discipline.
• Previous experience in handling customer disputes, preferably within a financial services or banking environment.
• Strong understanding of financial regulations and compliance practices.
• Excellent analytical and critical thinking abilities.
• Skilled in negotiation and resolving conflicts effectively.
• Outstanding verbal and written communication skills.
• Ability to remain calm, empathetic, and professional during challenging customer interactions.
• Proficiency in using dispute management systems and related software tools.
• Capable of managing multiple priorities in a fast-paced setting.
• Meticulous attention to detail and a commitment to accuracy.