Sr. Client Care Ops Support

Location: Bogota, Colombia; onsite

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Execute client support and back-office tasks related to payment disputes in accordance with established policies and procedures.
• Manage dispute-related mailboxes, respond to client inquiries and complaints, and communicate with clients and network associates by email and phone.
• Support client onboarding, decommissioning, post-onboarding activities, procedure documentation, and updates.
• Research and resolve basic dispute claims by reviewing evidence and applying hirify.global, Mastercard, and regional network dispute rules.
• Submit disputes for recovery, verify evidentiary and technical requirements, and collaborate with senior staff on representments, pre-arbitration, pre-compliance, arbitration, and compliance cases.
• Maintain internal audit reports and balance incoming and outgoing disputes with settlement and general ledger records where required.

Requirements

• High school diploma or equivalent, or relevant work experience.
• Experience executing client support and back-office dispute tasks, managing dispute mailboxes, and handling client inquiries.
• Experience supporting onboarding, procedure documentation, internal audit reporting, and collaboration across lines of business.
• Experience processing basic disputes for prepaid, debit, or regional programs and reviewing evidence against dispute resolution rules.
• Digital fluency, including the ability to use emerging technologies such as generative AI tools to support daily work.
• Work experience in banking, merchant acquiring, card issuing, or a back-office banking environment is beneficial; two or more years of work experience is preferred.

Nice to have

• Experience in dispute resolution management or loss recovery.
• Ability to make evidence-based decisions, manage short- and long-term goals, and achieve high-quality operational results.
• Experience exceeding customer expectations and service-level requirements.

Culture & Benefits

• Opportunity to contribute to payments technology operating at global scale.
• Role participates in the Call Center Plan bonus program.
• Work involves collaboration with multiple lines of business and dispute-processing teams.