Dispute Support Specialist

Description:

KOHO, a leading Canadian fintech company on a mission to financially empower a generation, is seeking a Dispute Support Specialist to support the Transaction Fraud and Disputes team. This role is remote and offers autonomy within a high-trust environment, prioritizing impact over bureaucracy. The specialist will report to the Team Leader of Transaction Fraud and Disputes and collaborate with a Quality Assurance Lead and a team of 23 remote agents. The role involves direct customer and law enforcement interaction, handling agent requests, monitoring workflows, and providing approvals for write-offs.

Responsibilities:

• Respond to agent-submitted support requests and review cases for final write-off approvals.

• Act as first point of contact for customer escalations.

• Monitor queue volumes and wait times, managing resource allocation.

• Track escalation trends and agent knowledge gaps through ticket analysis.

• Verify legitimacy of police reports and monitor fraud and dispute requests via Slack.

• Collaborate with external partners like Wealthsimple to align team goals with overall fraud strategy.

• Craft recommendations and present insights and strategic initiatives to leadership.

• Influence decision-making using strong analytical skills and persuasive communication.

Qualifications & Competencies:

• Minimum 2 years of customer service experience with strong verbal and written communication skills.

• Experience in fraud investigations, disputes, and chargebacks.

• Ability to work independently, anticipate outcomes, and learn quickly.

• Strong problem-solving skills and data-driven decision-making.

• Ability to identify trends in agent knowledge gaps and improve team performance.

• Comfortable managing multi-stakeholder projects in a fast-paced environment.

Perks & Benefits:

• Competitive compensation and equity.

• Remote-first environment with coworking support and yearly all-hands retreat.

• Generous vacation, wellness days, flex days, and holiday closure.

• Access to coaching, growth programs, and professional development budgets.

• Parental top-up and leave policies.

• Comprehensive health benefits.

• Power-up budgets for books, home office setup, phone & internet, AI tools.