Dispute Operations Specialist

Company Overview

Tamara stands as a premier fintech platform serving Saudi Arabia and the GCC, committed to empowering customers to achieve their dreams by providing simple and reliable financial solutions. Currently, over 25 million users and 130,000 partner merchants rely on Tamara for various financial needs spanning retail, travel, education, and healthcare. Investors include Sanabil Investments and SNB Capital.

Role Overview

The Dispute Operations Specialist plays a vital role within Tamara's emerging Dispute Operations team, tasked with managing the full spectrum of dispute resolution activities, from detailed review to communication and recovery processes. Reporting to the Team Leader, the position focuses on operational case handling and will evolve toward managing exceptions and complex cases as dispute automation improves over time.

Key Duties and Responsibilities

• Conduct thorough reviews of dispute claims through standard and priority queues, especially for merchants suspended due to high dispute rates.
• Assess evidence submitted by customers and merchants to make fair adjudications based on policy.
• Escalate complex cases to Team Leader or Trust & Safety per established guidelines.
• Maintain a service level agreement of under 48 hours for manual reviews.
• Engage proactively with merchants to facilitate timely responses and improvement plans addressing high dispute rates.
• Support the collection of negative merchant balances once the process is finalized.
• Manage disputes flagged by channel partners and collaborate with Key Account Managers on specific escalations.
• Designated team members will coordinate regulatory escalations with authorities like SAMA and CBUAE, drafting prompt responses, logging cases, and reporting to leadership.
• Provide daily case throughput reports, conduct weekly quality assessments of adjudications, and identify operational improvement opportunities.

Candidate Profile and Experience

• Possess 2 to 3 years of operational experience in high-volume environments, such as customer care, claims processing, disputes, or chargeback handling.
• Experience in fintech, Buy Now Pay Later (BNPL), payments, or e-commerce sectors is advantageous.
• Fluency in Arabic and English is essential for effective communication with customers and merchants.
• Exhibit excellent attention to detail with accurate documentation and decision-making.
• Capable of maintaining quality while managing high case volumes efficiently.
• Demonstrate sound judgment in adjudications even with incomplete information.
• Skilled in professional written communication in both English and Arabic.
• Familiarity with Salesforce or similar case management systems is expected.
• Preferred experience includes working with Tamara platforms (CSHub, Salesforce, Partner Portal), understanding of SAMA's regulatory framework for consumer finance/BNPL, especially for those managing regulatory escalations, and knowledge of reserve or settlement operations.