Payment Operations Specialist - Disputes

Department: Operations

Employment Type: Fixed Term Contract

Location: Spain

Compensation: $25,000 - $30,000 / year

Description

YOUR JOURNEY STARTS HERE...

About Wetravel

Travel gives people new experiences and brings them together, sometimes in life-changing ways. That’s especially the case for group travel and multi-day travel where the participants get to really immerse themselves. Passionate travel organizers make this magic happen and WeTravel is here to support those travel organizers. We help them publish their trip offerings, take bookings, process payments, pay suppliers/vendors, and digitize their operations. This helps travel organizers get more bookings, save time, and save money.

OUR VALUES

This position presents the opportunity to work in a business-critical role in a rapidly growing company. You will also uphold our four core values:

• Be the solution - take ownership, drive collaboration
• Be resourceful - strive for new wins every day
• Be honest - default to transparency
• Be respectful - treat others like you want to be treated
  
  
  

We encourage applicants from diverse backgrounds and underrepresented groups and would invite you to apply. A diverse workforce is a highly productive one, so why not take a chance, send us your application even if you don't meet all our requirements, we may surprise you!

“Culture add” is so much better than "culture fit" and welcome applications from all groups, irrespective of your, age, disability, gender reassignment, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, veteran status and sexual orientation.

We celebrate our diversity.

OUR WORK ETHIC

At WeTravel, we are building a High Performance Culture where we reward top performers, expect a work environment at WeTravel that is fast-paced, demanding and deeply committed to putting our customers first. Our global footprint spans 30 countries, requiring your flexibility, agility, and dedication to our team.

Our high-performing team members are prepared to give their best by embracing the early mornings, late nights, and intensive project work. This commitment to excellence and to tackling challenges head-on is what positions us at the front of our industry.

Joining WeTravel means stepping into a dynamic, demanding environment where your contribution makes a real difference. It’s a place for those ready to dive into their work, push beyond comfort zones, and achieve collective goals through hard work and perseverance.

Here, ambition isn’t just welcomed; it’s essential for those fully committed to our mission of leading the market in the fintech SaaS space.

Key Responsibilities

As a Payment Operations Specialist - Disputes, you will be at the forefront of managing and resolving disputes, ensuring a seamless process for our users. Your main focus will be on handling the submission of disputes, coordinating with relevant stakeholders, and overseeing the resolution process. This pivotal role involves close collaboration with internal teams and external partners to uphold the integrity of our payment processes while providing exceptional support to our users.

Key Responsibilities:

• Payment Screening: Help manage the screening process for incoming and outgoing payments to detect and prevent fraudulent or suspicious activities. Conduct thorough due diligence on high-value transactions to mitigate risks and maintain the integrity of our payment system.
• Fraud Detection: Identify and report any fraudulent or suspicious activity related to incoming card and bank payments, taking necessary actions such as blocking fraudulent users and escalating issues to our risk and compliance teams.
• Dispute Management: Provide comprehensive support and guidance to WeTravel users throughout the dispute submission process, ensuring a seamless and efficient resolution. Collaborate with internal and external teams to facilitate the dispute resolution process while adhering to industry regulations.
• Dispute Reporting: Monitor chargeback and win rates closely, providing in-depth analyses and proactive recommendations to optimize dispute management strategies, ultimately enhancing efficiency and effectiveness in resolving disputes.
• Ledger Management: Conduct regular checks on accounts, proactively identifying and addressing negative balances or delinquent accounts, and follow up diligently to ensure timely resolution.
• Cross-functional Coordination: Collaborate with internal teams and external partners to address customer inquiries, requests, or issues promptly and effectively.
  
  
  

Skills Knowledge and Expertise

• Ideally a Bachelor’s degree in banking, finance, accounting, or a related field
• Strong experience in payment operations, including managing payments, refunds, wire transfers, and ledger management
• Familiarity with payment service providers such as Stripe, Adyen, and Mangopay
• Knowledge of regulatory compliance related to payments, sanctions, and prohibited countries
• Expertise in using fraud detection tools and techniques to prevent fraudulent activity
• Strong analytical and problem-solving skills, including monitoring and analyzing monthly refund rates and dispute ratios
• Ability to collaborate with cross-functional teams and external partners to resolve payment-related issues
• Excellent communication and interpersonal skills, with the ability to communicate complex payment-related issues to both technical and non-technical stakeholders.
• Proficiency in both Spanish and English.
  
  
  

Benefits

• Attractive compensation
• Unlimited Paid Time Off!
• Annual team off site.
• Cambly for colleagues for whom English is not their first language
• Access to Headspace, ensuring piece of mind and well being
• 2 week cross-functional onboarding training program for all new colleagues.
• Maternity and Paternity benefits even for Contractors - wherever you are in the world.
• The latest Apple tech you need to be successful.
• A'Dam Program for you to visit us in Amsterdam for 2-4 weeks every year.
  
  
  

For candidates resident outside the location where the role is advertised, salaries are weighted according to local factors and considerations based on where you reside.