About Us

Venmo was founded on the principles of breaking down the intimidating barriers around financial transactions to make them intuitive, friendly, and even fun. And it worked: people love sending money with Venmo, and we’re growing by leaps and bounds!

But we’re only just getting started. We want to take that magic of sending money with Venmo and cascade it into every place where people use money. That means connecting people to their money in the most intuitive and fun way possible, then connecting people with each other. Users already love Venmo, but we know there are lots of things we haven’t thought of to make the experience of using Venmo even more delightful and valuable. All that’s going to take a lot of figuring out. Let’s figure it out together!

Disputes Policy Lead

The Disputes policy lead for Venmo will define processes and design/maintain policies that meet the needs of the business while delivering best-in-class customer experience for Venmo users. The policy lead will work closely with the Support, Risk, Compliance and Product teams to ensure Venmo remains a trusted company by managing disputes, chargebacks, complaints, and related escalations. This role will be responsible for continually improving the trustworthiness of our platform, by ensuring that a high standard of service is met while establishing efficient operational processes. This includes working across the company to drive best practice and right solutions and create the best and safest experiences to Venmo users.

Specific responsibilities include:

• Define disputes policies by working cross-functionally to balance best-in-class user experience, business needs and loss mitigation and regulatory obligations
• Create and continuously improve Standard Operating Procedure (SOP) documents that translate disputes policies into scalable, efficient workflows
• Help build an operating team from the ground up by participating in hiring and onboarding
• Train the operating team on the Standard Operating Procedures and get the team ready to execute on the process
• Actively contribute to managing customer touch points in the disputes lifecycle, including customer communications
• Review disputes and interact with customers to full resolution as needed, be willing to get your hands dirty!
• Investigate incoming payment disputes to identify trends, patterns, and other potential suspicious activity surrounding the claim
• Work closely with Support and Risk operations teams to manage escalation paths into the Disputes group and review incoming cases to refine intake processes
• Gather data and develop reporting for disputes and other escalated complaint cases
• Develop controls and monitoring to ensure performance against business goals and compliance with legal and regulatory obligations, operating policies and relevant business agreements.
• Remain up-to-date on industry information, federal regulation, new product, enhancements, system

Qualifications:

• Bachelor's degree required
• 3+ years of experience in a financial or regulated industry
• Deep understanding of chargeback and dispute process required
• Knowledge of financial regulations preferred
• Experience working in a technology environment
• Previous experience in a financial operations related role
• Training, quality, and/or policy development experience
• Payments industry experience is a plus
• Strong organizational skills and excellent follow-through
• High emotional intelligence, a can-do mentality and a creative approach to problem-solving
• Outstanding written, verbal, interpersonal communication skills
• Strong analytical and reporting skills, SQL experience a plus
• Someone who is not afraid to get their hands dirty
• Ability to succeed in a matrix management culture (more than one reporting relationship)
• Willingness to travel up to a week every 3 months.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.