What’s in it for you as an employee of QFG?
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Health & wellbeing resources and programs
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Paid vacation, personal, and sick days for work-life balance
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Competitive compensation and benefits packages
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Work-life balance in a hybrid environment with at least 3 days in office
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Career growth and development opportunities
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Opportunities to contribute to community causes
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Work with diverse team members in an inclusive and collaborative environment
This job posting is for an existing vacancy.
We’re looking for our next Credit Card Disputes & Operations Specialist. Could It Be You?
We are seeking a detail-oriented Disputes Specialist to manage the end-to-end lifecycle of credit card chargebacks. The ideal candidate possesses a deep understanding of card brand regulations (Visa/Mastercard) and has a proven track record of navigating complex dispute stages.
The Credit Card Disputes & Operations Specialist is a subject matter expert responsible for the end-to-end lifecycle of credit card chargebacks and technical back-end servicing. This role is perfect for a "detective" who understands the complex rules of the VISA VROL platform but also has the technical discipline to handle high-volume back-office processing.
You will be the point person for resolving contested transactions while ensuring QuestBank’s portfolio stays accurate and compliant with Canadian regulatory standards. Using HPS, Thales, and Salesforce, you will bridge the gap between complex dispute litigation and core operational excellence.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
Dispute & Chargeback Lifecycle Management:
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End-to-End Resolution: Manage the full dispute process, including initial inquiry, retrieval requests, formal chargebacks, and representments/pre-arbitration.
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Network Expertise: Navigate the VISA VROL platform to submit disputes, upload compelling evidence, and monitor case outcomes.
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Analysis & Decisioning: Research transaction data and cardholder documentation to determine the validity of claims under VISA/Mastercard rules and FCAC consumer protection regulations.
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Financial Entries: Process complex chargeback-related financial entries, ensuring funds are moved accurately between suspense accounts and member balances.
Core Operational Processing:
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Account Servicing: Execute daily back-end tasks including manual account adjustments, fee reversals, interest corrections, and credit balance refunds.
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Platform Maintenance: Monitor and action system exception reports within the HPS platform to ensure data integrity across the portfolio.
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Case Management: Manage and resolve escalated member requests within Salesforce, ensuring meticulous documentation and accuracy.
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Multi-Platform Support: Handle secondary operational tasks within Thales, Symcor, and Taktile to support the broader Credit Card Operations team.
Compliance, AML & Risk:
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Regulatory Adherence: Perform all duties in accordance with the Bank Act, PCI DSS standards, and Regulation E/Z equivalents within the Canadian landscape.
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Risk Mitigation: Identify and escalate suspicious activity or emerging fraud trends discovered during the dispute process to the AML/FINTRAC team.
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Dual Control: Maintain "maker-checker" protocols for all manual adjustments to mitigate internal fraud and operational risk.
So are YOU our next Credit Card Disputes & Operations Specialist? You are if you…
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Have 3-5 years’ experience in credit card operations, with at least 2 years specifically focused on disputes and chargebacks.
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Have hands-on experience with VISA VROL and understand the specific stages of a dispute lifecycle.
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Are Technically Proficient and comfortable navigating HPS (or similar core platforms like Fiserv/TSYS) and Salesforce.
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Have a deep familiarity with the Canadian credit card market, interchange rules, and billing cycles.
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Are detail oriented and can spot a transaction discrepancy from a mile away, and enjoy reconciling history across multiple systems.
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Thrive in high-volume environments where meeting daily SLAs is non-negotiable.
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Have a post-secondary diploma or degree in Business, Finance, or a related field.
Compensation Information:
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Base salary range: $60-70,000
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The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.
Sounds like you? Click below to apply!
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