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Mercury is building a complete finance stack for startups, aiming to simplify entrepreneurs' financial lives through an easy and safe banking experience. We are seeking a Dispute Investigation Manager to lead a team of Disputes Specialists. This role involves serving as a subject matter expert for disputes, driving operational KPIs, and mentoring the investigations team. The manager will ensure exceptional customer service and regulatory adherence, while also contributing to projects that improve the efficiency and effectiveness of the Disputes function by partnering with various internal teams.

ODD Enablement Manager

<p class="my-4 text-gray-700 leading-relaxed">Mercury is building a complete finance stack for startups. We work hard to create the easiest and safest banking\* experience possible to simplify entrepreneurs' and business owners’ financial lives.</p><p class="my-4 text-gray-700 leading-relaxed">We’re looking to hire a Dispute Investigation Manager to lead a team of Disputes Specialists responsible for delivering an exceptional customer experience while balancing risk. As the Dispute Investigation Manager, you will serve as the subject matter expert for disputes, drive operational KPIs, and support the investigations team through mentorship and coaching, all while upholding our commitment to exceptional customer service and regulator adherence. You will also contribute to impactful projects aimed at improving the efficiency and effectiveness of the Disputes function as a whole by partnering with our Vendor Management, Compliance, Bank Partnerships, and Customer Support teams.</p><p class="my-4 text-gray-700 leading-relaxed">\*Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Here are some things you’ll do on the job:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Mentor, coach, and support a team handling dispute intake and resolution processes for card and ACH disputes.</li><li class="leading-relaxed">Be a dispute SME with an understanding of the end-to-end card resolution process, including pre-arbitration and arbitration, as well as banking transaction exceptions and ACH returns.</li><li class="leading-relaxed">Help manage the day-to-day operations of the dispute investigation BPO workforce.</li><li class="leading-relaxed">Improve team efficiency and effectiveness by driving and tracking performance metrics.</li><li class="leading-relaxed">Execute step-level changes to the Disputes program by partnering with cross-functional teams to scope, design, test, and implement standard operating procedures.</li><li class="leading-relaxed">Partner with Quality, Learning & Development, and Risk Program Managers to drive quality improvements through continuous learning.</li><li class="leading-relaxed">Help the team achieve exceptionally high standards of quality and accuracy while fostering genuine customer trust and satisfaction.</li><li class="leading-relaxed">Provide guidance on escalated dispute cases.</li><li class="leading-relaxed">Ensure regulatory compliance for consumer disputes covered by Regulation E.</li><li class="leading-relaxed">Collaborate with cross-functional stakeholders to drive initiatives across Learning & Development, Workforce Management, and Change Management.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">You should:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Have 4 years of firsthand experience with the dispute management process at a fintech or other financial institution</li><li class="leading-relaxed">Have 2 years of experience managing card dispute teams</li><li class="leading-relaxed">Have a passion for mentoring and supporting team members, fostering knowledge sharing, professional development, and a collaborative team culture.</li><li class="leading-relaxed">Have experience in managing customer-facing queues and escalations</li><li class="leading-relaxed">Be obsessed with quality and workflow optimization</li><li class="leading-relaxed">Have a strong understanding of Reg E and Reg Z dispute requirements</li><li class="leading-relaxed">Have familiarity with Mastercard and/or Visa chargeback rules</li><li class="leading-relaxed">Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards</li><li class="leading-relaxed">Have experience with Zendesk or other similar CRM tools</li><li class="leading-relaxed">Be a highly motivated self-starter, comfortable working within a high risk environment under minimal supervision</li><li class="leading-relaxed">Be an excellent collaborator and communicator - you can partner effectively with cross functional stakeholders to drive outcomes</li><li class="leading-relaxed">Exercise empathy and understanding when communicating with customers</li><li class="leading-relaxed">Communicate complicated concepts with efficiency and clarity</li></ul><p class="my-4 text-gray-700 leading-relaxed">The total rewards package at Mercury includes base salary, equity (stock options), and benefits.</p><p class="my-4 text-gray-700 leading-relaxed">Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Our target new hire base salary ranges for this role are the following:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $120,600 - $150,700</li><li class="leading-relaxed">US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $108,500 - $135,600</li><li class="leading-relaxed">Canadian employees (any location): CAD $113,900 - $128,200</li></ul>

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At PwC, this role focuses on integrating environmental, social, economic, and governance considerations into business strategies and operations, providing guidance to organizations on managing sustainability risks and identifying opportunities. In climate and energy, you will offer consulting services related to climate change mitigation, adaptation, energy efficiency, and renewable energy solutions, developing strategies to reduce greenhouse gas emissions and supporting clients in transitioning to a low-carbon economy.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Line of Service</h2><p class="my-4 text-gray-700 leading-relaxed">Advisory</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Industry/Sector</h2><p class="my-4 text-gray-700 leading-relaxed">Not Applicable</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Specialism</h2><p class="my-4 text-gray-700 leading-relaxed">Managed Services</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Management Level</h2><p class="my-4 text-gray-700 leading-relaxed">Manager</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Job Description & Summary</h2><p class="my-4 text-gray-700 leading-relaxed">At PwC, our people in sustainability focus on integrating environmental, social, economic, and governance considerations into business strategies and operations. They provide guidance and support to organisations by managing sustainability risks, identifying opportunities, and driving positive social and environmental impact. In climate and energy at PwC, you will focus on providing consulting services related to climate change mitigation and adaptation, as well as energy efficiency and renewable energy solutions. You will analyse client needs, develop strategies to reduce greenhouse gas emissions, and offer guidance and support to help clients transition to a low-carbon economy.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Why PWC</h3><p class="my-4 text-gray-700 leading-relaxed">At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more <a href="https://www.pwc.in/about-us.html" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">about us</a>.</p><p class="my-4 text-gray-700 leading-relaxed">At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.</p><p class="my-4 text-gray-700 leading-relaxed">A career within General Consulting services, will provide you with the opportunity to help clients seize essential advantages by working alongside business leaders to solve their toughest problems and capture their greatest opportunities. We work with some of the world’s largest and most complex companies to understand their unique business issues and opportunities in an ever-changing environment. We help create sustainable change by stimulating innovation, unlocking data possibilities, navigating risk and regulatory complexity, optimizing deals, and aligning costs with business strategy to create a competitive advantage.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Responsibilities:</h3><p class="my-4 text-gray-700 leading-relaxed">you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:</p><p class="my-4 text-gray-700 leading-relaxed">1. Business development</p><p class="my-4 text-gray-700 leading-relaxed">2. Client relationship management</p><p class="my-4 text-gray-700 leading-relaxed">3. Project management</p><p class="my-4 text-gray-700 leading-relaxed">4. Consulting / Advisory</p><p class="my-4 text-gray-700 leading-relaxed">5. P & L Responsibility</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Sector-specific skills:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Battery</li><li class="leading-relaxed">Decarbonization</li><li class="leading-relaxed">Carbon capture</li><li class="leading-relaxed">Low carbon initiatives</li><li class="leading-relaxed">Green Hydrogen</li><li class="leading-relaxed">BESS</li><li class="leading-relaxed">Energy Storage</li><li class="leading-relaxed">Sustainability</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Mandatory skill sets:</h3><p class="my-4 text-gray-700 leading-relaxed">Battery, Consulting background, Decarbonization, Green Hydrogen, Carbon capture, Low carbon, Energy Storage, ENERGY EFFICIENCY , Sustainability, Climate change</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Preferred skill sets:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Use feedback and reflection to develop self awareness, personal strengths and address development areas.</li><li class="leading-relaxed">Delegate to others to provide stretch opportunities, coaching them to deliver results.</li><li class="leading-relaxed">Demonstrate critical thinking and the ability to bring order to unstructured problems.</li><li class="leading-relaxed">Use a broad range of tools and techniques to extract insights from current industry or sector trends.</li><li class="leading-relaxed">Review your work and that of others for quality, accuracy and relevance.</li><li class="leading-relaxed">Uphold the firm's code of ethics and business conduct.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Years of experience required:</h3><p class="my-4 text-gray-700 leading-relaxed">Minimum 7 years</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Education qualification:</h3><p class="my-4 text-gray-700 leading-relaxed">B.tech + MBA</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Education</h2><p class="my-4 text-gray-700 leading-relaxed">Degrees/Field of Study required: MBA (Master of Business Administration), Bachelor of Technology</p><p class="my-4 text-gray-700 leading-relaxed">Degrees/Field of Study preferred:</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Certifications</h2><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Required Skills</h2><p class="my-4 text-gray-700 leading-relaxed">Decarbonization Modelling, Hydrogen</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Optional Skills</h2><p class="my-4 text-gray-700 leading-relaxed">Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Carbon Accounting, Carbon Footprint, Carbon Offsets, Carbon Pricing and Trading, Carbon Taxes and Incentives, Climate Change Adaptation Program Design, Climate Change Impacts and Risks, Climate Change Scenarios, Climate Finance, Climate Policy, Climate Reporting, Coaching and Feedback, Communication, Creativity, Embracing Change, Emission Trading, Emotional Regulation, Empathy, Energy Efficiency, Energy Policy and Regulation, Energy Transition {+ 15 more}</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Desired Languages</h2><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Travel Requirements</h2><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Available for Work Visa Sponsorship?</h2><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Government Clearance Required?</h2><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Job Posting End Date</h2>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.