Senior Disputes Operations Associate

At Acorns, our mission is to look after the financial best interests of the up-and-coming, beginning with the empowering, proud step of micro-investing. How do we accomplish our mission? Our values. Lead With Heart - With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility Make Bold Decisions - We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future Always Build Trust - Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team Never Stop Growing - Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress Find a way - Never settle, no excuses, nothing is impossible. Just make it happen Our values guide us, and our mission drives us. Come join us and help deliver financial wellness for the whole family, putting the tools of wealth-making into everyone’s hands. _______________________________________________________________________ SENIOR DISPUTES OPERATIONS ASSOCIATE | ACORNS Acorns is seeking a Senior Disputes Operations Associate to champion our fraud mitigation strategies and oversee complex dispute resolution processes. In this role, you will act as a strategic subject matter expert, analyzing data to prevent fraud losses while ensuring strict regulatory compliance and a seamless experience for our customers. Acorns is a remote-first organization, offering the flexibility to work remotely while providing optional access to office space in Irvine, CA. WHAT YOU WILL DO AT ACORNS: - Lead end-to-end resolution of complex transaction disputes, from investigation to final decision. - Liaise with customers and merchants to provide timely and accurate notice on cases. - Manage the lifecycle of filing, tracking and reconciliation of chargebacks, ensuring adherence to compliance protocol across Regulation E, NACHA rules, and Visa Operating Regulations. - Analyze data to pinpoint patterns for emerging merchant and fraud trends, reporting findings and recommendations to leadership. - Strategize and collaborate with leadership, cross-functional teams, external vendors and peers to improve internal processes, workflows, and preserve product health by identifying areas of opportunity to automate and streamline Dispute Operations. - Serve as a subject matter expert for the Banking Operations team, provide guidance on complex cases, monitor industry and regulatory rules updates, and maintain up-to-date Standard Operating Procedures (SOPs) with an acute attention to detail. - Assist leadership with formal complaint filing and other ad hoc requests. WHAT YOU WILL BRING TO ACORNS: - 2+ years of experience in disputes, investigations, chargebacks, and banking operations, preferably within a FinTech environment. - Mastery of Regulation E and NACHA rules with extensive experience of Visa card rules (VCORE) and chargeback lifecycles. - Competency with Excel or similar data analysis programs, with the ability to interpret data to drive decision-making. - Experience collaborating with Risk Analysts to develop and improve controls, specifically regarding BIN blocks and analyzing merchants to mitigate financial loss. - Excellent written and verbal communication skills, with the ability to articulate complex regulatory concepts to stakeholders, provide excellent customer service, and create and upkeep comprehensive documentation on department procedures and operations. - A strategic mindset for improving processes and workflows to achieve efficient, scalable results. - Hunger to deliver game-changing products and results. - Exceptional drive and precision in delivery while balancing customers' experience. - A belief that your work is tied to your life's mission. - Optimistism about the potential of societal change. You are not expected to have experience with all listed requirements. If you feel passionate about Acorns' mission, vision, and values, please apply. WHAT WE OFFER: - Competitive salary and stock options. - A comprehensive benefits package for you and your family. - Flexible work location, hours, and paid time off. - 401(k) matching. - Monthly Acorns account contribution & GoHenry account for your family. - Mindfulness and Financial Wellness resources, Headspace and Addition Wealth. - Acorns Career Development Program (Ongoing training sessions, development plans, development check-ins, Cornerstone’s online training platform). - Roots Leadership Program for Emerging Leaders. - Community week onsite gatherings and various virtual events. - Talented and motivated team members who care deeply about one another, our mission, and our customers. - The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges. ABOUT ACORNS: Acorns is a financial wellness app that helps everyday people and families save and invest money for the long term. Since 2014, Acorns has grown into a global company with multiple life-stage products serving the needs of kids, teens, adults, and parents. Named one of Time’s “World’s Best Brands of 2024,” Acorns has helped over 14 million people save & invest over $27 billion, much of it from spare change and small amounts. COMPENSATION INFORMATION: The pay range for this position at commencement of employment is expected to be between $79,800 - $86,200 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including equity grants, and discretionary cash bonus awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. WORK AUTHORIZATION: Acorns participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, please visit www.e-verify.gov http://www.e-verify.gov