Senior Operations Specialist

We are seeking a highly skilled Payments Disputes and Billing Error Subject Matter Expert (SME) with deep expertise in Regulation E and Z billing error requirements, as well as Visa and Mastercard payment network rules. The ideal candidate can rapidly interpret complex network regulations, translate requirements into clear operational guidance, and ensure our teams resolve consumer billing errors accurately, timely, and in compliance with regulatory and network obligations. This role is critical to supporting our dispute operations and strengthening our ability to navigate evolving payment network frameworks (e.g, VROL, MCOM) and regulatory expectations.

Key Responsibilities Regulatory and Billing Error Expertise ● Serve as the SME for Regulation E (EFT) and Regulation Z (credit card billing error) requirements to support our internal stakeholders (Training, QA, Ops support, etc.). ● Providing interpretations of the Billing Error Regulations covering Reg E&Z, Commercial and Business and Payment network rules.

Payment Network Rules (Visa/ Mastercard and Secondary rail) ● Expertly interpret Visa Core Rules/Chargeback Guides and Mastercard Chargeback, Arbitration, and Compliance rules. ● Translate network mandates, revisions, and alerts into actionable guidance for internal teams. ● Provide SME support for dispute flows in VROL (Visa) and MCOM (Mastercard), including reason code application, required documentation, representment strategies, and best practices.Offer subject matter expertise for dispute resolution processes within VROL (Visa) and MCOM (Mastercard). This includes applying the correct reason codes, compiling necessary documentation, developing effective representment strategies, and implementing best practices.

Operational Support ● Provide real-time SME escalation point for complex or unclear Payment network and Regulation E/Z concerns. ● Deliver clear, concise explanations of rule interpretations to internal parties (Ops, QA and Training, etc.) in Payment network and Regulation E/Z.

Access Management ● Client tools (Coremoney, Bancorp email, CSA, CMSE. etc) password resets, account creation and reports any system issues encountered by Operations. ● Manage payment network user accounts, including password resets, account activation/deactivation, and profile setup. ● Offer resolutions and recommendations to Operations regarding errors and issues encountered within the payment networks. ● Execute monthly or quarterly user reviews as requested by the client.

Required Qualifications ● Strong understanding of fraud vs. non-fraud billing error distinctions. ● Open for all , TL-POC, QA, tenured dispute agents and trainers ● Minimum tenure of 1 -3 years in Banking Operations Disputes and Chargebacks ● Strong communication skills – both oral and written ● Must be able to keep all projects under a confidentiality clause ● Experience supporting Risk Management ● Willing to work in Manila sites (Eastwood and Bench site) and is agile with shifting schedule

Success Traits ● Detail-oriented, highly compliant mindset ● Strong judgement under pressure ● Ability to make fast, correct interpretations of ambiguous rules ● Collaborative and able to support a high-volume operations environment