Dispute Analyst

About the Role As part of BILL's Dispute Resolution Operations team, you will resolve customer disputes and chargeback-related cases, while supporting the enhancement of processes and tools. Responsibilities Understand dispute and chargeback processes for ACH, check, and international payments. Review and efficiently resolve payment disputes/chargebacks according to established policies. Partner with internal teams and external banking institutions to resolve issues. Collaborate with Customer Success to research and respond to dispute-related customer inquiries. Recommend process improvements for daily payment operations. Analyze and resolve payment processing issues ranging from simple to complex. Educate internal and external customers on payment lifecycle. Guide analysts in workload prioritization, queue management, and exception handling. Provide solutions based on compliance, regulatory, and banking regulations. Identify and address systemic issues in day‑to‑day processing. Develop deep understanding of the payments platform to deliver business insights. Analyze exception scenarios and make balanced decisions. Partner across functions within and outside the company. Research and highlight trends to recommend efficiency improvements. Qualifications 1 to 2 years of payment chargeback, dispute, or risk investigation experience. Strong data analysis and investigative reporting skills. Ability to resolve transaction or payment issues independently. Experience building and enhancing operational processes for new products. Document issues, proposed solutions, SOPs, or training materials. Deliver training or mentoring for new hires. Effective communication with customers during investigations. Understanding of customer account management and service operations. Ability to learn and adapt to new processes quickly. Passion for researching and investigating payment exceptions. Excellent organizational and time‑management skills. Decision‑making ability balancing losses, customer experience, and costs. Proficiency in Excel and other software for spreadsheets, models, and reports. Salary and Benefits Pay ranges vary by location: San Jose, CA: $32.98—$39.52 USD per hour Draper, UT: $28.03—$33.56 USD per hour Other Zones: $29.71—$35.53 USD per hour (CA Non‑San Francisco Bay Area), $28.03—$33.56 USD per hour (Utah, Houston, Florida, North Carolina) Eligible for a competitive benefits package including medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. Benefits Overview 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short‑term disability coverage Employee Assistance Program (EAP) 11+ observed holidays and wellness days, flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs Equal Opportunity BILL is an Equal Opportunity Employer. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture. We are committed to a transparent, inclusive hiring process. If you need accommodations at any stage, please contact View email address on click.appcast.io . Our Candidate Integrity Policy prohibits the use of unapproved external assistance during live interviews or assessments. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants. #J-18808-Ljbffr BILL