Disputes Support Specialist
KOHO Financial
About KOHO
KOHO’s purpose is to empower Canadians to build a great financial foundation with products that are radically transparent and easy to manage. We first launched in 2017, and we have since built a community of over 2 million users. Leading investors around the globe believe in our vision, and we’ve successfully raised over $320M to make our vision a reality.
Discover our culture here and get the inside scoop from our team here!
About the Role
Reporting to the Team Leader of Transaction Fraud and Disputes, the Dispute Support Specialist will play a crucial role in supporting the Transaction Fraud and Disputes team in their daily operational needs. This position supports the Quality Assurance Lead and a team of 23 remote agents and is responsible for handling agent request tickets, determining write-off approvals, managing queue volumes, and coordinating agent movement. This role will at times interact directly with customers and even law enforcement. Our ideal candidate has strong problem-solving skills, applies sound judgment, displays empathy for users who are in the dispute process, and communicates openly and broadly within the risk team about trends, challenges, and opportunities to improve the operations of the Dispute team.
What You'll Do
Respond to agent-submitted support requests and review cases to provide final approvals for write-offs.
Liaise with customers on escalations, acting as their first point of contact in an escalation.
Monitor queues and wait times and move resources as needed.
Maintain reporting on escalation trends and understanding of agent knowledge gaps through ticket requests.
Verify legitimacy of police reports and monitor general support requests from Fraud & Dispute channels via Slack.
Collaborate externally with Wealthsimple to ensure alignment of team goals with overall fraud strategy objectives.
Craft well-structured recommendations that address business challenges.
Present insights, findings, and strategic initiatives to leadership teams.
Influence decision-making through strong analytical storytelling and persuasive communication.
Who You Are
You have at least 2 years of customer service background with strong verbal and written communication skills that will be leveraged internally and externally.
You are a fast learner and can work autonomously, thinking ahead to anticipate customer objections, questions, and possible outcomes.
You are curious and look for solutions while finding opportunities to improve the status quo.
You enjoy solving problems and use facts and data to drive decisions.
You can clearly identify trends in agent knowledge gaps and are passionate about supporting KOHO in achieving its key financial and customer service goals.
You operate well in fast-paced settings with shifting priorities, always staying focused on impact.
You are comfortable managing cross-functional, multi-stakeholder projects and communicating through presentations.
Experience in Fraud and Disputes is a plus but training will be provided
What's In It For You?
We invest time and resources into making sure KOHO is as good as the people we hire. Here are some of the reasons we attract the best people:
🧘♂️ Balance Your Life - Company-wide summer wellness days, winter holiday closure, personal days, a wellness spending account, and maternity & parental leave top-up
💻 Remote First - Work from anywhere in Canada with a budget to set up your home office
🆙 Level Up - Access to an in-house certified performance coach and an annual training budget
🙌 The KOHO Culture - We have won 7 "Great Place to Work ®" awards since 2019
🤝 Be an Owner - Every KOHO employee gets a generous amount of equity with a 10 year exercise window
The KOHO culture is one of collaboration, creativity, and diverse perspectives. We are committed to building and fostering an inclusive, accessible environment for everyone. If you have any questions, concerns, or requests regarding accessibility needs, please contact peopleaccessibility@koho.ca and the People and Culture team will be happy to help.
AI Disclosure: KOHO uses artificial intelligence (AI) in certain aspects of its recruitment process to screen, assess, or select applicants. For any questions or concerns, please contact us at talent@koho.ca.
Note: this posting is for an existing vacancy that we are seeking to fill.
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