Sparrow is a consumer lending startup born with a mission to empower the underserved and overlooked. We have designed a revolutionary credit card, meticulously crafted to help guide our customers on a journey to financial freedom.
The fraud team is dedicated to safeguarding Sparrow and our customers against malicious actors. This team has a genuine desire to help consumers avoid deception, protect identities, and keep us one-step ahead of fraudsters.
About The Role
This position involves resolving cardholder and merchant transaction disputes. This role requires experience processing chargebacks for either an issuer or a merchant. The primary duties of this position include raising chargebacks in appropriate situations, gathering information from customers about their dispute, completing cases in a timely and efficient manner, and working with various teams to provide solutions to emerging fraud trends.
This person will report to the Manager of Fraud.
In This Role, You Will
Perform in-depth investigations on transaction disputes, including fraudulent activities, billing errors, and merchant discrepancies
Ensure all fraud investigations follow compliance standards and are completed in accordance with Reg Z
Engage with customers, operational partners, and internal teams to gather essential information and resolve disputes
Mentor and provide support to junior investigators
Leverage several third-party tools to conduct investigations
Analyze patterns and trends in chargebacks and disputes to identify root causes and develop strategies to minimize future occurrences
Identify and champion process improvement opportunities, and collaborate with various teams to implement those improvements
Work closely with the fraud analytics team to leverage data in investigations and enhance fraud detection methodologies
Contribute to a dynamic, fast-growing start-up environment by taking on diverse duties and projects, enhancing the overall team performance and company growth
Qualifications
High school diploma; some college coursework or college degree preferred
Minimum of 3 years of experience in managing disputes for a credit card issuer or merchant, with a proven ability to take full ownership of complex dispute and chargeback cases from initiation to successful resolution
Working knowledge of Reg Z, SAR reporting, and other regulations that relate to credit card fraud
Ability to provide support to investigators
High degree of problem-solving and critical-thinking skills
Ability to manage the delivery of a wide range of tasks and initiatives
Strong interpersonal communication skills
Proficiency with Microsoft Office programs required; tech savvy, and able to quickly learn and navigate different software systems
We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.
Compensation, Benefits And Perks
Medical, dental and vision coverage, with a 100% company-paid employee-only option
Unlimited time off and 13 company holidays per year
$50 per month Wellness Stipend - to use in any way that helps you thrive!
Paid parental leave
401(k) Plan with 4% matching
Stock options
More About Sparrow
At Sparrow, we believe that we can grant credit to the underserved and overlooked better than any company that exists today. We believe that we can have a significant impact on society by reducing the financial burden of having less than perfect credit. And we believe in fostering a workplace culture that embodies purpose, community, freedom, and transparency. At Sparrow, we know we are only as great as the people we hire, and without them we will never achieve our collective aspirations. Come join us!
Employment type
Full-time
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