Operations Associate

Want to help everyday Americans build wealth? Financial inequality is increasing and too many people are getting left behind. At Stash, we believe in the power of simplifying investing, making it easy and affordable for everyday Americans to build wealth and achieve their financial goals. Prioritizing People is one of our core values and has been key to a healthy work-life balance and a great sense of fulfillment and inclusion. We employ a true people first - hybrid model. Live and work where you feel the most productive, whether that is in your home, in an office, or a combination of both. Stash’s Operations team is seeking an Associate to join our Fraud & Disputes team and play a pivotal role in maintaining a consistent customer-first approach to investigations and resolution of both disputes and potential fraud. This is a once-in-a-lifetime opportunity to be part of a lean team of like-minded operations professionals crafting a consumer-friendly and technology-driven experience. What you’ll do: Primarily investigate disputes for card and ACH, according to Reg E, MasterCard and debit network rules. Resolve disputes according to all applicable rules and within regulatory timeframes. Manage the end-to-end chargeback lifecycle, leveraging deep knowledge of Mastercard network rules to minimize financial loss. Review and decision of all remote deposit capture checks, returns and adjustments according to procedure. Investigate and analyze suspicious account activity, high risk transactional patterns and customer demographics to identify and mitigate fraudulent activity. Synthesize complex data to deliver well-reasoned fraud and dispute determinations, documenting findings in clear, concise, and well written investigative summaries. Contribute to a team environment focused on collaboration, continuous improvement and effective risk management. Use new technology including AI for ways to improve processes and ensure accurate decisions. What we’re looking for: A proactive team player who actively contributes to a culture of risk management, knowledge sharing, and process improvement. 3-5 years’ experience in mobile deposit capture processing, debit card and ACH dispute investigations and resolutions. Expertise with consumer payment rules and regulations, including Reg E, Nacha, card and network rules. Proven experience resolving transaction disputes and conducting Chargeback lifecycle management according to Reg E, MasterCard and debit network rules. A track record of meeting strict regulatory deadlines and network timeframes without sacrificing quality or accuracy. Strong understanding of risk and controls, paired with the ability to analyze complex transaction histories, behavioral patterns, and customer demographics to detect anomalous or fraudulent activity. The ability to look at incomplete or conflicting information and synthesize it into clear, logical, and accurate determinations. Experience with AI tools recommended. Detail-oriented and highly organized with excellent grammar, capable of writing objective, audit-ready investigative summaries while effectively prioritizing tasks in a fast-paced environment. #LI-Remote Our Commitment to Diversity, Equity, and Inclusion We proudly celebrate the unique qualities that make you you, 365 days a year, and not just because it’s the right thing to do or good for business. We embed the principles and practices of diversity, equity, and inclusion (DEI) into all that we do to prioritize people, a Stash core value, and to ensure Stashers of all backgrounds and experiences can be their authentic selves. We are also proud to be the first and only venture-backed fintech to join the CEO Action for Diversity & Inclusion™, and as an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds. If you require any reasonable accommodations to make your application process more accessible, please reach out to [email protected]. Helping You Invest in Yourself Comprehensive total rewards package, comprising compensation (salary and equity) and health care benefits Complimentary subscription to Stash+ account Flexible work policy – We offer a flexible work environment that blends working from home with in-person collaboration at our NYC office to support productivity and team culture. Flexible PTO Work-from-home equipment stipends; home internet subsidy Paid Parental Leave (offerings for birth giving and non-birth giving parents) Primary & Secondary Enhanced health and wellness benefits through One Medical and Maven Health External Recognition for Stash Benzinga’s 2023 Best Brokerage for Beginners and Best Robo-Advisor Awards Qorus-Accenture’s 2023 Banking Innovation Awards USA Today and Statista’s 2023 Top 500 Best Financial Advisory Firms Comparably’s Best Company Awards: Best Places to Work, Best Company Outlook, and Best Engineering Team for Diversity, Women, Culture, and more! (2023) Fintech Breakthrough Award: Best Personal Finance App (2023) BuiltIn’s Best Places to Work (2022, 2021, 2020, 2019) Forbes Fintech 50 (2021, 2020, 2019) Best Digital Bank, Finovate Awards (2020) Tearsheet Challenge Awards, Best Banking Card Product