wealthsimple - Associate, Fraud Investigations Cards and Disputes (Fixed Term Contract)
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Requirements
• The Transaction Detective: You have incredibly high attention to detail. You love looking at authorization data, spotting anomalies, and solving the puzzle of how and where a card was compromised. • Objective & Analytical: You balance deep empathy with strict risk protocols. You rely on hard data (IP addresses, device IDs, entry modes) to make fair, evidence-based decisions rather than just taking claims at face value. • An Empathetic Communicator: You know that behind every dispute ticket is a real person. You excel at taking complex payment network rules (like why a chargeback was won or lost) and explaining them clearly and calmly to our clients. • Experience: Minimum 1 year of direct fraud or disputes experience (experience specifically touching card chargebacks, Visa/Mastercard network rules, or transaction monitoring is a massive asset!). • Industry Knowledge: Demonstrated understanding of fraud management frameworks, controls, and prevention systems within the financial services and payments space. • Analytical Chops: The ability to collect, organize, and analyze datasets with precision and accuracy. • Communication: Exceptional written and verbal communication skills.
Responsibilities
• Investigate & Resolve: Dive into the weeds of card disputes and unauthorized transaction claims. You will evaluate transaction data, authentication methods (like 3DS, Apple Pay, or Chip & PIN), and digital footprints to confidently distinguish true fraud from friendly fraud or commercial disputes. • Execute Chargebacks: Take decisive action to recover funds by navigating Visa/Mastercard dispute rules, filing accurate chargebacks, and understanding exactly when and how liability shifts apply. • Guide the Client: Communicate directly with clients who are stressed about missing money. You will guide them through the dispute lifecycle, manage expectations regarding strict card network timelines, and provide updates with absolute empathy and clarity. • Manage the Queue: Act as a master multi-tasker, managing multiple ongoing card disputes at once while strictly adhering to internal and regulatory case-closure Service Level Agreements (SLAs). • Connect the Dots: Participate in weekly calibration sessions with your peers to share findings, spot new card testing (BIN) attacks or merchant scams, and help the team stay one step ahead of the fraudsters.
Benefits
• 🌸 Top-tier health benefits and life insurance • 📈 Long-term group savings with employer match, through Wealthsimple for Business • 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year • ✈️ 90 days away: work outside Canada for up to 90 days per year • 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS • 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. • Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. • Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. • Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. • AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.
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