Card Disputes Associate

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

We’re looking for a Card Disputes Associate/Analyst to join our team in the São Paulo office! This role is a unique opportunity to have an impact on Wise’s mission, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Here’s how you’ll be contributing to Card Disputes team: 

As a Card Disputes Associate, you are a frontline expert responsible for the heartbeat of our daily operations and are the executor of the workload directly contributing to SLAs.

• Maintain consistent and high-level execution of daily tasks and recurring responsibilities within Card Disputes.

• Support own team in reaching main performance metrics targets and SLAs set for the Operations organisation.

• Meet individual SLAs and KPIs set for the role.

• Detect and escalate domain-related problems and complex issues, ensuring timely and relevant communication with stakeholders.

• Follow Operational procedures and keep track of critical updates.

• Execute the end-to-end investigation and resolution of complex Card Fraud (CF) and Non-Fraud (NF) disputes, ensuring every decision is strictly compliant with card scheme rules and regulatory requirements.

• Actively identify weaknesses or “friction points” in daily workflows, proposing and helping implement practical solutions that make our operations more scalable and efficient.

• Maintain a high bar for accuracy and security in every case handled, upholding detailed records and ensuring all reporting responsibilities are met with factual precision.

• Work closely with Customer Support, Compliance, and Product teams to gather evidence, resolve high-priority escalations, and provide frontline insights into emerging fraud trends.

Qualifications

• You’ve excellent verbal and written communication skills, with the ability to express thoughts concisely and justify independent judgment calls with confidence.

• You’ve experience in an operational environment, preferably in payments, financial services, or back-office processing.

• You demonstrate strong attention to detail and commitment to maintaining high quality and accuracy in processing.

• You’ve good problem-solving and analytical skills to investigate and resolve dispute cases.

• You’re a self-starter, capable of managing daily workload and prioritizing effectively to meet deadlines.

• You thrive under pressure by multitasking efficiently and taking full responsibility for tasks, whether working as a collaborative team player or independently.

• You’ve a proactive, growth-oriented attitude, and are keen to learn whilst valuing constructive feedback to continuously improve performance.

Eligibility requirements:

• Minimum 3 years of hands-on experience in Card Dispute Operations

• Experience should include both Fraud and Non-Fraud disputes

• You have worked on end-to-end dispute investigation and resolution, not just case routing or customer support

Additional Information

Heads Up on Resumes: Please submit your resume in English. We want to be sure we give everyone's application a fair review! Resumes in Portuguese will not be consider. 

• 🚀 RSU’s in a rapidly growing company

• 💻 Flexible working model 

• 💪 An annual self-development budget

• 🩺 Health and dental allowance for you and your dependents

• 💝 Company-paid: Life Insurance, and an EAP program

• ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

• 🏝️ A paid 6-week sabbatical leave after four years

• 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

• 🚌 Transportation vouchers

• 🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers

• 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

Click here to learn more about the benefits that we offer at Wise

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.