Senior Disputes Operations Associate

At Acorns, our mission is to look after the financial best interests of the up-and-coming, beginning with the empowering, proud step of micro-investing. How do we accomplish our mission? Our values.

• Lead With Heart - With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility
• Make Bold Decisions - We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future
• Always Build Trust - Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team
• Never Stop Growing - Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress
• Find a way - Never settle, no excuses, nothing is impossible. Just make it happen

Our values guide us, and our mission drives us. Come join us and help deliver financial wellness for the whole family, putting the tools of wealth‑making into everyone’s hands.

Acorns is seeking a Senior Disputes Operations Associate to champion our fraud mitigation strategies and oversee complex dispute resolution processes. In this role, you will act as a strategic subject‑matter expert, analyzing data to prevent fraud losses while ensuring strict regulatory compliance and a seamless experience for our customers.

Acorns is a remote‑first organization, offering the flexibility to work remotely while providing optional access to office space in Irvine, CA.

• Lead end‑to‑end resolution of complex transaction disputes, from investigation to final decision.
• Liaise with customers and merchants to provide timely and accurate notice on cases.
• Manage the lifecycle of filing, tracking and reconciliation of chargebacks, ensuring adherence to compliance protocol across Regulation E, NACHA rules, and Visa Operating Regulations.
• Analyze data to pinpoint patterns for emerging merchant and fraud trends, reporting findings and recommendations to leadership.
• Strategize and collaborate with leadership, cross‑functional teams, external vendors and peers to improve internal processes, workflows, and preserve product health by identifying areas of opportunity to automate and streamline Dispute Operations.
• Serve as a subject‑matter expert for the Banking Operations team, provide guidance on complex cases, monitor industry and regulatory rules updates, and maintain up‑to‑date Standard Operating Procedures (SOPs) with an acute attention to detail.
• Assist leadership with formal complaint filing and other ad hoc requests.

• 2+ years of experience in disputes, investigations, chargebacks, and banking operations, preferably within a Fin Tech environment.
• Mastery of Regulation E and NACHA rules with extensive experience of Visa card rules (VCORE) and chargeback life cycles.
• Competency with Excel or similar data analysis programs, with the ability to interpret data to drive decision‑making.
• Experience collaborating with Risk Analysts to develop and improve controls, specifically regarding BIN blocks and analyzing merchants to mitigate financial loss.
• Excellent written and verbal communication skills, with the ability to articulate complex regulatory concepts to stakeholders, provide excellent customer service, and create and upkeep comprehensive documentation on department procedures and operations.
• A strategic mindset for improving processes and workflows to achieve efficient, scalable results.
• Hunger to deliver game‑changing products and results.
• Exceptional drive and precision in delivery while balancing customers’ experience.
• A belief that your work is tied to your life’s mission.
• Optimistism about the potential of societal change.

You are not expected to have experience with all listed requirements. If you feel passionate about Acorns’ mission, vision, and values, please apply.

• Competitive salary and stock options.
• A comprehensive benefits package for you and your family.
• Flexible work location, hours, and paid time off.
• 401(k) matching.
• Monthly Acorns account contribution & GoHenry account for your family.
• Mindfulness and Financial Wellness resources,…