Card Disputes Associate

We’re looking for a Card Disputes Associate/Analyst to join our team in the São Paulo office! This role is a unique opportunity to have an impact on Wise’s mission, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Here’s how you’ll be contributing to Card Disputes team

As a Card Disputes Associate, you are a frontline expert responsible for the heartbeat of our daily operations and are the executor of the workload directly contributing to SLAs.

• Maintain consistent and high-level execution of daily tasks and recurring responsibilities within Card Disputes.
• Support own team in reaching main performance metrics targets and SLAs set for the Operations organisation.
• Meet individual SLAs and KPIs set for the role.
• Detect and escalate domain-related problems and complex issues, ensuring timely and relevant communication with stakeholders.
• Follow Operational procedures and keep track of critical updates.
• Execute the end-to-end investigation and resolution of complex Card Fraud (CF) and Non-Fraud (NF) disputes, ensuring every decision is strictly compliant with card scheme rules and regulatory requirements.
• Actively identify weaknesses or “friction points” in daily workflows, proposing and helping implement practical solutions that make our operations more scalable and efficient.
• Maintain a high bar for accuracy and security in every case handled, upholding detailed records and ensuring all reporting responsibilities are met with factual precision.
• Work closely with Customer Support, Compliance, and Product teams to gather evidence, resolve high-priority escalations, and provide frontline insights into emerging fraud trends.