Dispute Operations Specialist

Role Overview

Dispute Operations Specialist at Tamara, a fintech platform serving the Saudi Arabia and GCC region, based in the local market.

Company Overview

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams. More than 25 million customers and over 130,000 partner merchants depend on Tamara for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

Role Purpose

This role is the operational engine of Tamara's Dispute Operations function. Specialists handle case-level operational work of dispute resolution including exception review, evidence adjudication, merchant communication, and recovery coordination. As dispute automation matures through 2026-2027, the role will shift from high-volume case handling to exception-focused work such as fraud-flagged cases, regulator escalations, and complex adjudications.

Key Responsibilities

Review & Adjudication

• Review claims through the standard queue or the commercial channel when a merchant is suspended due to a high dispute rate and requires priority handling.
• Evaluate evidence provided by both the customer and merchant.
• Adjudicate claims based on available evidence and applicable policies.
• Escalate to Trust & Safety or Team Leader per defined escalation criteria.
• Maintain accurate case notes and clean audit trails.

Merchant Engagement & Dispute Rate Management

• Proactively communicate with merchants to urge timely action on claims.
• Guide merchants on how to action claims when support is required.
• Engage merchants with high dispute rates and request a clear action plan to improve dispute performance.

Channel Partner Workflow Support

• Handle channel partner-flagged disputes per defined manual workflow.
• Coordinate with Commercial Key Account Managers on partner-specific escalations.

Regulator Escalation Coordination

• Handle SAMA and CBUAE escalated cases in coordination with Government Escalations team and legal (designated Investigators only).
• Draft responses to regulator queries within SAMA 5-business-day escalation service level agreement.
• Maintain regulator escalation log and report monthly to Team Leader.

Negative Balance Collection

• Support the collection of merchant negative balances once the process and ownership model are finalized.
• This responsibility is currently being scoped and will be incorporated into the role once the process is defined.

Reporting

• Deliver daily case throughput reporting.
• Complete weekly quality review on adjudication decisions.
• Surface operational patterns and improvement opportunities to Team Leader.

Qualifications & Experience

• 2–3 years operational experience in customer care, claims handling, dispute management, chargeback operations, or comparable high-volume case work.
• Fintech, BNPL, payments, or e-commerce background preferred.
• Familiarity with the SAMA regulatory framework for consumer finance or BNPL required for designated regulator escalation investigators.
• Prior experience with reserve or settlement operations preferred.

Skills & Competencies

• Fluent in Arabic and English for customer and merchant communication.
• Detail-oriented with strong case notes, accurate decisioning, and clean audit trails.
• Comfortable with high-volume work; able to work through case queues at pace without quality degradation.
• Sound judgment to make adjudication calls with incomplete evidence.
• Professional written communication in both English and Arabic.
• Systems literacy in Salesforce or comparable case management platforms.
• Prior experience with Tamara systems (CSHub, Salesforce, Partner Portal) preferred.

Additional Information

Investigators who develop strong judgment on exception handling and merchant communication have a direct pathway to Team Leader within the Dispute Operations function or broader roles in Care Operations.