Dispute Operations Specialist
Role Overview
Dispute Operations Investigators handle case-level dispute work, including exception review, evidence adjudication, merchant communication, and recovery coordination.
The role is hands-on and reports to a Team Leader; as automation matures, work is expected to shift toward exceptions, fraud-flagged cases, regulator escalations, and complex adjudications.
The posting describes potential pathways to Team Leader or broader Care Operations roles for investigators who develop strong exception-handling judgment and merchant communication.
Key Skills for This Role
Full Job Posting
About Tamara
Tamara is a fintech platform serving customers and partner merchants across Saudi Arabia and the GCC, offering financial solutions in areas including retail, travel, education, and healthcare.
Role summary
Dispute Operations Investigators handle case-level dispute work, including exception review, evidence adjudication, merchant communication, and recovery coordination.
The role is hands-on and reports to a Team Leader; as automation matures, work is expected to shift toward exceptions, fraud-flagged cases, regulator escalations, and complex adjudications.
The posting describes potential pathways to Team Leader or broader Care Operations roles for investigators who develop strong exception-handling judgment and merchant communication.
Dispute review and merchant engagement
- Review standard-queue claims and priority commercial-channel claims for merchants suspended due to high dispute rates.
- Evaluate evidence from customers and merchants, adjudicate claims under applicable policies, and escalate to T&S or the Team Leader according to defined criteria.
- Maintain a less-than-48-hour SLA on the manual review queue.
- Prompt merchants to act on claims, guide merchants who need support, and request action plans from merchants with high dispute rates.
- Handle channel-partner-flagged disputes through the manual workflow and coordinate partner-specific escalations with Commercial KAMs.
Additional operational duties
- Support collection of merchant negative balances after the process and ownership model are finalized; this responsibility is still being scoped.
- Daily case throughput reporting and weekly quality review of adjudication decisions are required.
- Surface operational patterns and improvement opportunities to the Team Leader.
- Designated investigators handle SAMA and CBUAE escalated cases with the government escalation team and legal, draft regulator responses within the SAMA five-business-day SLA, and maintain an escalation log with monthly reporting.
Experience and languages
- 2–3 years of operational experience in customer care, claims handling, dispute management, chargeback operations, or comparable high-volume case work.
- Fluent Arabic and English for customer and merchant communication.
- Fintech, BNPL, payments, or e-commerce experience is preferred.
Strengths and systems
- The role calls for accurate case notes, sound decisioning, and clean audit trails.
- Candidates should be comfortable processing high-volume queues without quality degradation and making adjudication decisions with incomplete evidence.
- Salesforce or a comparable case-management platform is identified as relevant systems experience.
- Prior experience with Tamara systems such as CSHub, Salesforce, or Partner Portal is preferred.
Additional preferred and designated-investigator experience
- Familiarity with the SAMA regulatory framework for consumer finance or BNPL is required for designated regulator-escalation investigators.
- Experience with reserve or settlement operations is preferred.
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