Dispute Analyst, X Money

DISPUTE ANALYST, X MONEY

SpaceXSI's Money seeks a Dispute Analyst for our Risk Operations team to investigate and resolve customer disputes across P2P, debit/credit card, and ACH channels. You’ll assess claims, manage provisional credits, and ensure compliance with Regulation E, NACHA, and network rules. This fast-paced role requires strong analytical skills and collaboration with Fraud, Compliance, and Customer Support teams to deliver timely, fair resolutions while minimizing business risk.

RESPONSIBILITIES:

• Investigate incoming customer disputes across P2P, debit/credit card, and ACH transactions, ensuring compliance with internal policies and regulatory standards
• Validate chargeback rights and ensure required documentation is complete before initiating a dispute with networks or processors
• Manage and track the issuance of provisional credits, ensuring adherence to Regulation E timeframes and NACHA rules for ACH claims
• Maintain accurate and detailed case documentation within internal systems  for audit readiness
• Collaborate with internal teams (Fraud, Compliance,) to gather information, resolve gaps, and escalate high-risk or complex cases
• Respond to representments, pre-arbitration, and final decisions from processors or networks; escalate unresolved or disputable cases as needed
• Monitor dispute aging and ensure deadlines are met for all required actions, including filings, evidence submissions, and customer communications
• Communicate resolution outcomes to customers with professionalism and clarity, adjusting for tone and regulatory requirements
• Identify dispute trends or emerging issues and provide insights to leadership for process or policy improvements
• Support audits, reporting, and quality assurance reviews by maintaining defensible case notes and outcome records

BASIC QUALIFICATIONS:

• 3+ years of experience handling disputes involving debit or credit card transactions

PREFERRED SKILLS AND EXPERIENCE:

• Strong working knowledge of Regulation E (Electronic Fund Transfers Act), NACHA rules, and card network chargeback guidelines (Visa, Mastercard)
• Experience handling consumer disputes end to end across multiple payment types (P2P, debit/credit card, and ACH)
• Excellent written communication skills with the ability to draft clear, accurate, and compliant case notes and customer responses
• Detail-oriented with strong organizational skills and the ability to meet strict deadlines in a fast-paced environment
• Familiarity with dispute systems, case management platforms, and CRM tools
• Analytical and investigative mindset with sound judgment and decision-making abilities
• Bachelor’s degree in finance, business, criminal justice, or a related field preferred; relevant certifications (e.g., ETA CPP, CFE) a plus

ITAR REQUIREMENTS:

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.