Wait, What Do You Do?

<div class="content-intro"><p><strong>Innovate with purpose</strong></p> <p>At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.</p> <p>Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.</p> <p>BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.</p> <p>✨ Let’s give businesses more time for what matters.</p></div><p><strong>Make your impact within a rapidly growing Fintech Company</strong></p> <p class="p1">As part of BILL's Dispute Resolution Operations team, this position is responsible for resolve customer’s disputes or chargeback related cases and support on the process and tool’s enhancement.</p> <ul class="ul1"> <li class="li1"><span class="s2">Understand dispute, chargeback processes and procedures develops and applies subject matter expertise related to ACH, check, and/or international payments. </span></li> <li class="li1"><span class="s2">Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures. </span></li> <li class="li1"><span class="s2">Partner with internal groups and external banking institutions to resolve issues. </span></li> <li class="li1"><span class="s2">Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues. </span></li> <li class="li1"><span class="s2">Make recommendations for process improvements related to daily payment operations procedures </span></li> <li class="li1"><span class="s2">Reviews, analyzes and resolves simple to complex payment processing issues </span></li> <li class="li1"><span class="s2">Provide education and payment lifecycle knowledge to internal and external customers </span></li> <li class="li1"><span class="s2">Ability to guide analysts through workload prioritization, queue management and payment exception handling </span></li> <li class="li1"><span class="s2">Recommend viable solutions/actions, based on compliance and regulatory facets of money movement (Chargeback rules, applicable banking regulations, etc.) </span></li> <li class="li1"><span class="s2">Identify and resolve systemic issues that may arise through day-to-day processing activities </span></li> <li class="li1"><span class="s2">Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights </span></li> <li class="li1"><span class="s2">Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense </span></li> <li class="li1"><span class="s2">Partner cross-functionally within and outside of the company </span></li> <li class="li1"><span class="s2">Identify, research and highlight trends, making efficiency recommendations </span></li> <li class="li1"><span class="s2">Make recommendations for process improvements related to daily payment operations procedures </span></li> <li class="li1"><span class="s2">Reviews, analyzes and resolves simple to complex payment processing issues<span class="Apple-converted-space"> </span></span></li> </ul> <p><strong>We’d love to chat if you have:</strong></p> <ul class="ul1"> <li class="li1"><span class="s2">1 to 2 years of <strong>payment chargeback, dispute</strong> or risk investigation experience </span></li> <li class="li1"><span class="s2">Possesses strong data analysis and investigative reporting skills  </span></li> <li class="li1"><span class="s2">Able to solve transaction or payment issues without complete process guidance</span></li> <li class="li1"><span class="s2">Know how to work with process or product analysts to build and enhance operational processes for new products</span></li> <li class="li1"><span class="s2">Able to document down any issues, proposed solutions, SOPs or training materials for bigger teams</span></li> <li class="li1"><span class="s2">Deliver training or mentoring for new hires to support Pay-by-card business</span></li> <li class="li1"><span class="s2">Has the ability to communicate clearly, and effectively with customers while investigating and resolving payment exceptions </span></li> <li class="li1"><span class="s2">Has an understanding of customer account management and service operations </span></li> <li class="li1"><span class="s2">Has proven ability to learn and adapt to new processes and procedures </span></li> <li class="li1"><span class="s2">Shows a passion for the research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue<span class="Apple-converted-space"> </span></span></li> <li class="li1"><span class="s2">Possesses excellent organizational and time management skills – must possess ability to prioritize and balance multiple tasks simultaneously </span></li> <li class="li1"><span class="s2">Has the ability to make decisions with the balance of losses, customer experience and operational costs.</span></li> <li class="li1"><span class="s2">Has strong skills of using Excel and other softwares to create spreadsheets, models and reports<span class="Apple-converted-space"> </span></span></li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-weight: 400;">The estimated hourly range for this role is noted below for our office location in San Jose, CA. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. </span></p></div><div class="title">San Jose pay range</div><div class="pay-range"><span>$32.98</span><span class="divider">—</span><span>$39.52 USD</span></div></div><div class="pay-input"><div class="description"><p><span style="font-weight: 400;">The estimated hourly range for this role is noted below for our office location in Draper, UT. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.</span></p></div><div class="title">Draper UT pay range</div><div class="pay-range"><span>$28.03</span><span class="divider">—</span><span>$33.56 USD</span></div></div><div class="pay-input"><div class="description"><p><span style="font-weight: 400;">Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.</span></p></div><div class="title">Zone 1- San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County</div><div class="pay-range"><span>$32.98</span><span class="divider">—</span><span>$39.52 USD</span></div></div><div class="pay-input"><div class="title">Zone 2- CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts</div><div class="pay-range"><span>$29.71</span><span class="divider">—</span><span>$35.53 USD</span></div></div><div class="pay-input"><div class="title">Zone 3 -Utah (includes Utah office), Houston TX, Florida, North Carolina</div><div class="pay-range"><span>$28.03</span><span class="divider">—</span><span>$33.56 USD</span></div></div></div><div class="content-conclusion"><p><strong>What’s in it for you? </strong></p> <p>Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. </p> <p>Here is a preview of some of the amazing benefits here at BILL: <br><br></p> <ul> <li>100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)</li> <li>HSA & FSA accounts </li> <li>Life Insurance, Long & Short-term disability coverage</li> <li>Employee Assistance Program (EAP)</li> <li>11+ Observed holidays and wellness days and flexible time off </li> <li>Employee Stock Purchase Program with employee discounts</li> <li>Wellness & Fitness initiatives</li> <li>Employee recognition and referral programs</li> <li>And much more</li> </ul> <p>Don’t believe us? Check out our culture, benefits, and teams on our <a href="https://www.bill.com/careers">career site</a>, <a href="https://www.linkedin.com/company/bill/life/f7e79b4e-c752-482f-80b4-7d11f2d06086/?viewAsMember=true">LinkedIn Life</a>, or <a href="https://www.youtube.com/playlist?list=PLnyriCE50-7wj1yPJGgPdBush5IJp7xQj">YouTube</a> pages.</p> <p>BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.</p> <p>We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact <a href="mailto:interviewaccommodations@hq.bill.com">interviewaccommodations@hq.bill.com</a>. To ensure a fair evaluation, our <a href="https://www.bill.com/careers-candidate-integrity-policy">Candidate Integrity Policy</a> prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification.</p> <p class="p1">Our <a href="https://www.bill.com/legal/applicant-privacy-notice">Applicant Privacy Notice</a> describes how BILL treats the personal information it receives from applicants.</p></div>

Dispute Analyst