Dispute Support Specialist - Remote

Overview

The Dispute Support Specialist at KOHO plays a crucial role in supporting the Transaction Fraud and Disputes team, handling agent requests, managing queues, and interacting with customers and law enforcement.

In Short

• Respond to agent support requests and approve write-offs.
• Liaise with customers on escalations.
• Monitor queues and manage resources.
• Maintain reporting on escalation trends.
• Verify police reports and monitor support requests.
• Collaborate with Wealthsimple on fraud strategy.
• Craft recommendations for business challenges.
• Present insights to leadership teams.
• Influence decisions through analytical storytelling.

Requirements

• 2 years of customer service experience.
• Experience in fraud and disputes investigations.
• Ability to work autonomously and anticipate customer needs.
• Curiosity and solution-oriented mindset.
• Strong problem-solving skills using data.
• Ability to identify trends in agent knowledge gaps.
• Comfortable in fast-paced environments.
• Experience managing cross-functional projects.

Benefits

• Work-life balance with wellness days and personal days.
• Remote work with a home office budget.
• Access to a performance coach and training budget.
• Award-winning company culture.
• Equity for all employees with a long exercise window.