Dispute Analyst

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company As part of BILL's Dispute Resolution Operations team, this position is responsible for resolve customer’s disputes or chargeback related cases and support on the process and tool’s enhancement. Understand dispute, chargeback processes and procedures develops and applies subject matter expertise related to ACH, check, and/or international payments. Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures. Partner with internal groups and external banking institutions to resolve issues. Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues. Make recommendations for process improvements related to daily payment operations procedures Reviews, analyzes and resolves simple to complex payment processing issues Provide education and payment lifecycle knowledge to internal and external customers Ability to guide analysts through workload prioritization, queue management and payment exception handling Recommend viable solutions/actions, based on compliance and regulatory facets of money movement (Chargeback rules, applicable banking regulations, etc.) Identify and resolve systemic issues that may arise through day-to-day processing activities Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense Partner cross-functionally within and outside of the company Identify, research and highlight trends, making efficiency recommendations Make recommendations for process improvements related to daily payment operations procedures Reviews, analyzes and resolves simple to complex payment processing issues We’d love to chat if you have: 1 to 2 years of payment chargeback, dispute or risk investigation experience Possesses strong data analysis and investigative reporting skills Able to solve transaction or payment issues without complete process guidance Know how to work with process or product analysts to build and enhance operational processes for new products Able to document down any issues, proposed solutions, SOPs or training materials for bigger teams Deliver training or mentoring for new hires to support Pay-by-card business Has the ability to communicate clearly, and effectively with customers while investigating and resolving payment exceptions Has an understanding of customer account management and service operations Has proven ability to learn and adapt to new processes and procedures Shows a passion for the research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue Possesses excellent organizational and time management skills – must possess ability to prioritize and balance multiple tasks simultaneously Has the ability to make decisions with the balance of losses, customer experience and operational costs. Has strong skills of using Excel and other softwares to create spreadsheets, models and reports The estimated hourly range for this role is noted below for our office location in San Jose, CA. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: 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. San Jose pay range $32.98—$39.52 USD The estimated hourly range for this role is noted below for our office location in Draper, UT. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: 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. Draper UT pay range $28.03—$33.56 USD Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: 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. Zone 1- San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County $32.98—$39.52 USD Zone 2- CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts $29.71—$35.53 USD Zone 3 -Utah (includes Utah office), Houston TX, Florida, North Carolina $28.03—$33.56 USD What’s in it for you? Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. Here is a preview of some of the amazing benefits here at BILL: 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 and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much more Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. 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 that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.