Dispute Support Specialist

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. 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.