The posting
About Zed
Zed is building the first AI-native, licensed neobank in the Philippines designed to democratize access to premium financial services for young professionals in global markets. The current banking system is broken, often shutting out the world’s youngest and fastest-growing consumer classes—we’re here to fix it.
Our team is uniquely positioned to solve this. We are Stanford engineers and former YC founders who have spent our careers at the intersection of banking and hyper-growth startups like Square, Facebook, and Box. We’ve been here before, having previously built and exited Symple (YC W'17), a fast-growing B2B payments company.
We are backed by world-class investors, including Accel, Valar, Immad Akhund (Mercury), Dalton Caldwell (Y Combinator), and Kunal Shah (Cred).
THE ROLE
When a customer disputes a transaction, they need someone who can investigate carefully, explain what happened, and follow through. As our Card Operations Specialist - Disputes & Authorizations, you’ll manage card disputes from the cardholder’s first inquiry through final resolution.
You’ll investigate transactions using card processor and network data, file and track Mastercard chargebacks, coordinate account adjustments with Finance, and keep cardholders informed. You’ll work closely with our Senior Fraud & KYC Analyst when cases raise fraud concerns.
This is a hands-on role for someone with issuing-side chargeback experience who enjoys both detailed investigation and helping customers. Alongside daily casework, you’ll identify recurring issues and work with Engineering and Design to improve the cardholder experience.
WHAT YOU’LL DO
- Support cardholders through resolution: Respond to questions about disputes, declines, refunds, and reversals. Explain what is known, gather supporting information, and keep customers informed about next steps and outcomes.
- Investigate transactions: Use authorization and clearing records from our processor and card network to understand what happened and document the evidence.
- Manage chargebacks: Assess dispute eligibility, select appropriate reason codes, prepare evidence, and file Mastercard chargebacks. Track responses and deadlines through representment, pre-arbitration, and arbitration, escalating decisions when needed.
- Coordinate fraud-related cases: Recognize suspicious activity, refer concerns to the Senior Fraud & KYC Analyst, and communicate appropriate updates and next steps to cardholders.
- Track account adjustments: Work with Finance to track provisional credits, reversals, and final adjustments accurately.
- Report on performance and trends: Prepare weekly and monthly reporting on case volumes, win rates, losses, and turnaround times. Highlight recurring issues and opportunities to improve processes and controls.
- Maintain clear procedures: Keep dispute procedures, case templates, and customer responses up to date as processes and network rules change.
- Help improve the product: Share issues uncovered through casework with Engineering and Design, help test fixes, and check whether they resolve the underlying customer problem.
WHAT YOU BRING
- Bachelor’s degree in any field, with a strong academic background
- At least three years of hands-on issuing-side chargeback experience, including filing, representment, pre-arbitration, and arbitration.
- Working knowledge of Mastercard dispute rules, reason codes, evidence requirements, and deadlines.
- Experience using card management platforms and card network dispute tools, including retrieving and interpreting authorization and clearing records.
- Experience communicating directly with cardholders about disputes, declined transactions, or refunds in writing.
- Strong investigative judgment: you can assess the evidence, identify gaps, recognize potential fraud, and determine when to escalate.
- Clear, empathetic communication, including when explaining an unfavorable outcome.
- Strong organization and follow-through across multiple cases with firm deadlines.
- Comfort preparing operational reports in Excel or Google Sheets using pivot tables and lookups.
- Comfort learning and using approved AI tools to support documentation, reporting, and process improvement while protecting customer information.
- Careful handling of confidential customer and financial information.
HELPFUL, BUT NOT REQUIRED
- Experience with Visa dispute rules or formal Mastercard or Visa dispute training.
- Familiarity with customer support ticketing tools.
- Experience writing operational procedures or maintaining case templates.
- Experience working with product or engineering teams to investigate recurring issues and test improvements.
We hire exceptional people from diverse backgrounds because different perspectives build better products.
If you’re excited about this role but don’t check every box, apply anyway. We value potential, ownership, and alignment with our values more than perfect résumés.
We are an equal opportunity employer and do not discriminate based on legally protected characteristics. We provide reasonable accommodations throughout the hiring process.
Compensation includes salary, equity, and benefits. Final offers are based on role scope, location, and experience.
