Disputes Manager
MoCaFi
MoCaFi is committed to building a financial services platform that helps America’s marginalized communities create wealth through better access to public, private, and social capital. We are a fintech built for government and non-profit organizations committed to creating finance for all. Our platform is a turnkey digital banking solution for delivering cash payments, deposit accounts, and wealth empowerment tools at the city, state, and federal levels.
MoCaFi has distributed over $100M in guaranteed basic income, cash assistance, emergency rental assistance, and emergency utility payments in over a dozen municipalities. We are led by a diverse team of finance, engineering, and startup professionals committed to closing America’s racial wealth gap. We offer FDIC-insured bank accounts, municipal-funded disbursement cards, and financial empowerment services directly to consumers and through our public and private sector partners.
Job Description
MoCaFi is seeking a highly analytical and detail-oriented Disputes Manager to oversee our disputes and chargeback processes. The ideal candidate will have a strong background in managing transaction disputes, leading investigations, and ensuring regulatory compliance. This role requires cross-functional collaboration with Customer Support, Legal, Risk, Finance, and external partners to minimize losses and optimize operational efficiency.
This position reports to the Head of Debit Operations and is based in the NYC metro area, with a hybrid schedule of two days per week at our Manhattan headquarters. The salary range for this role is $110,000 - $150,000 depending on the candidate’s location.
Job Responsibilities
- Lead the end-to-end disputes process, including receipt, investigation, resolution, and documentation of disputes and chargebacks.
- Serve as the subject matter expert (SME) on dispute policies, including industry regulations.
- Develop and maintain workflows for dispute management in compliance with applicable laws and regulations.
- Analyze dispute trends to identify root causes and recommend preventative actions.
- Work closely with customer support and legal teams to respond to escalated cases and ensure timely resolution.
- Track performance metrics and regularly report on key findings to leadership.
- Partner with product and technology teams to improve tools and systems related to disputes.
Job Qualifications
- Bachelor’s degree in Business, Finance, Legal Studies, or a related field is a plus but not required; Certified Fraud Examiner (CFE) is preferred.
- 5+ years of experience in disputes or chargebacks management, preferably within payments or consumer lending.
- In-depth knowledge of financial regulations and card network rules .
- Strong analytical and critical thinking skills.
- Exceptional organizational and communication skills.
- Experience working with case management systems or dispute-handling platforms (e.g., third-party vendors).
- Ability to manage multiple priorities in a fast-paced environment.
- Experience managing a team or overseeing vendor relationships.
- Knowledge of fraud investigation, compliance, or risk management processes.
- Familiarity with SQL or other data analysis tools.
- Must be authorized to work in the United States and permanently based in the US.
- Pursuant to our contract with the FAA, this position requires that all employees working on Federal contracts be U.S. citizens or Lawful Permanent Residents.
Why you'll love working here:
- An empowering workplace that values initiative and critical thinking
- Work on achieving our financial inclusion mission
- A supportive and inclusive culture: recognizes contributions and celebrates wins
- A welcoming environment that appreciates your bringing your entire self to work
- Time to rest and recharge -- flexible time off policy as long as you can get your job done and make arrangements with your manager to cover you if needed
MoCaFi believes all persons should have equal access to its programs, facilities, and employment. This policy is without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, disability, medical condition, genetic information, marital, or veteran status.