Mission Lane is a purpose-driven fintech company that leverages advanced technology, data analytics, and machine learning to provide a dignified customer experience to people who are working hard to build or rebuild their credit and improve their financial lives. Mission Lane strives to offer branded products through its sponsor banks with better and easier-to-understand terms than many of the alternatives available to people with less-than-perfect credit or limited credit history. The company’s digital self-service tools make it easier for customers to stay on top of their accounts. And with responsible use, Mission Lane branded products and tools can help them on their journey to improve their credit. Over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment. Since its spinoff as an independent company in December 2018, Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors to support the company’s mission of setting a new standard of financial services for everyday Americans seeking to improve their financial health.

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind?

We're looking for proactive problem solvers who are champions of integrity and skilled at uncovering the truth to join our Fraud and Disputes Resolution (FDR) team as Operations Specialists.

About You:

You have a genuine desire to protect people from deception. You bring either fraud and disputes investigation experience or at least one year of professional experience from another role where digging for details and making informed decisions were top priorities.

We've found that everyone from experienced fraud professionals, research assistants, loan processors, claims examiners, loss prevention specialists, and back-office operations associates from the banking and financial service industries are well-prepared for success in this important role.

The Impact You'll Make:

You'll use your meticulous attention to detail and research skills to deliver swift resolutions that protect Mission Lane credit cardholders, merchants, and the company from fraudulent activity.

Day-to-Day, You Will:

Manage routine fraud and dispute cases, ensuring consistent application of Mission Lane's established processes and procedures.
Understand and adhere to all risk and dispute-related regulatory standards, policies, and controls.
Leverage third-party data to thoroughly review information and conduct accurate risk assessments.
Analyze identifying and supporting documentation submitted by customers and merchants.
Engage with customers and merchants on behalf of Mission Lane through outbound phone calls and email to gather dispute-related information.
Champion customer needs when they've been impacted by fraud, providing support and expert resolution.
Drive cases to completion, proactively addressing challenges to ensure every case reaches a full resolution.
Operate with precision and efficiency, consistently meeting deadlines and actively seeking ways to enhance your daily workflow.

Minimum Qualifications:

1+ year of professional experience in a role prioritizing research, accuracy, problem-solving, and decision-making.
Clear, confident, concise, and correct communication skills.
Strong attention to detail.
Analytical mindset with an ability to identify data patterns.
Naturally curious, asks probing and clarifying questions.
Sound judgment.
Fast learner, adapts to new techniques as fraud methods evolve.
Driven to complete tasks.
Able to overcome resistance and setbacks.
Highly organized; manages time and priorities effectively.
Tech-savvy; proficient working across multiple systems simultaneously.
Collaborates well with others and works effectively independently.
Open to constructive feedback and continuous learning.

Preferred Qualifications:

1+ year experience in a Fraud and/or Disputes related role.

Work location:

This is a work-from-home position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change.

Workspace requirements:

A private, quiet, and distraction-free space with no interruptions.
Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.

Schedule: In Eastern Time (ET); convert to your local time, as needed

Monday-Friday 8:30 AM to 5:00 PM ET

Compensation & Benefits:

We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees' total well-being. As an Operations Specialist at Mission Lane, your compensation and benefits would include:

Hourly Pay Range: $18.50 - $20.06
Wellness Stipend: $100 monthly
Internet Stipend: $40 monthly
Paid Time Off
Holiday Pay
Parental Leave
Comprehensive Benefits: Health, dental and vision coverage
Retirement Savings: 401(k) plan with company matching
IT Equipment: Provided for your role during employment

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.

To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

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At Mission Lane, we’re committed to a workplace built on respect and dignity, where everyone has the opportunity to contribute. We believe diversity in all forms makes us stronger, and we intentionally foster an inclusive environment where employees feel valued, respected, and free to be their true selves. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected status.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting peopleexperience@missionlane.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Operations Specialist, Fraud & Disputes Resolution

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