Are you tired of the way in which payments are managed in Canada? If you answered yes, then we need you on our team! The legacy banking and payment system requires all kinds of manual intervention to collect and reconcile payment information, which is inefficient and costly. At Zūm, we are revolutionizing this process. We have a group of super-smart colleagues who daily create an impact in the Fintech space, work autonomously, collaborate and expand their skill set all while working remotely. If this defines part of what you are hoping to accomplish professionally then read on as Zūm is the place for you.

We’re on the lookout for a detail-oriented Dispute, Chargeback & IDV Analyst to join our team and play a key role in supporting our compliance, risk, governance, and fraud prevention programs. This is an excellent opportunity for someone looking to deepen their knowledge of regulatory compliance within a fast-paced fintech environment while gaining exposure to multiple regulatory frameworks, payment networks, identity verification processes, and operational risk management.

You will play a critical role in protecting the customer onboarding journey while minimizing fraud losses and operational risk. This is not a queue-processing role - you will help build and refine the processes, not just execute them.

Does this sound interesting? Read on!

Major Responsibilities: Review customer applications flagged for manual identity verification review. Investigate onboarding failures caused by name mismatches, inverted names, document discrepancies, or data inconsistencies. Validate identity documentation and escalate suspicious or fraudulent applications. EDD reviews for high-risk onboarding cases. Periodic re-verification and ongoing KYC monitoring of existing customers FINTRAC-compliant record-keeping of all IDV decisions. Work closely with AI / automated verification tools to optimize approval rates and reduce false declines. Monitor automated approval vs manual review rates and recommend workflow improvements. Support continuous enhancement of onboarding controls and customer experience. Investigate suspicious account applications, payment activity, and potential fraud patterns. Analyze trends in onboarding fraud, synthetic identities, first-party fraud, and account misuse. Contribute to fraud rule tuning discussions by providing operational data, case-level patterns, and IDV failure analysis to the risk and product teams. Maintain detailed case notes, evidence files, and investigation records. Manage incoming customer chargeback and dispute requests. Conduct pre-submission investigations to determine dispute validity and likelihood of recovery. Build and submit compelling chargeback representation packages — including transaction logs, authorization data, customer records, and delivery/service confirmation - within card network-mandated deadlines. Zero SLA breaches are expected. Monitor chargeback ratios, thresholds, reason codes, and recurring dispute trends. Identify root causes and partner with internal teams to reduce future disputes. Liaise with Visa, Mastercard, and acquiring/issuing bank partners to clarify dispute status, escalate complex cases, and negotiate pre-arbitration settlements where appropriate. Track KPIs including approval rates, manual review volumes, fraud losses, dispute win rates, and chargeback ratios. Produce dashboards and reporting for leadership. Maintain documented procedures and controls for onboarding reviews and dispute handling. Ensure compliance with card network and regulatory requirements. Partner with Product, Customer Support, Compliance, Risk, and Engineering teams. Provide feedback to improve onboarding UX, fraud tools, and dispute processes. Support launch readiness for new BaaS partners or card programs. Other duties as needed;

What you bring: 0-2 years of direct experience in chargeback management, dispute resolution, or payment operations at a fintech, PSP, acquiring bank, or payment facilitator - with hands-on exposure to card network dispute rules and/or IDV review workflows. Experience reviewing identity verification cases or onboarding exceptions. Knowledge of chargeback/dispute processes in card payments. Strong analytical and investigative mindset. Excellent attention to detail and case management skills. Ability to prioritize work in a fast-paced growth environment. SQL / Excel / BI reporting skills. Knowledge of KYC / AML onboarding controls.

Nice to have: Experience with Banking-as-a-Service (BaaS), prepaid, debit, or card issuing programs. Hands-on knowledge of Visa Dispute Resolution (VDR) and/or Mastercard Dispute Resolution Management (MDRM) reason codes and evidence standards. Experience with IDV/KYC platforms such as Jumio, Persona, Onfido, Trulioo, or comparable tools — including document authenticity review, liveness check evaluation, and biometric output interpretation.

If you are passionate about technology, customer success, and collaboration, apply now to become an integral part of our innovative team. Here at Zūm Rails we focus on payments and innovating new ways in making traditional old financial service methods more efficient and customer centric. Zūm Rails has a small rapidly growing team of over 40 employees who are fully remote and based in Canada and the United States. We are not only passionate about fintech, but we’re also passionate about the growth and development of our people. We know that our overall success is a combined effort, and we therefore strive to provide opportunities for our employees to learn, grow and succeed.

The salary for this role, commensurate with experience ranges from $55,000-70,000 CAD per annum

Please note that only candidates selected for an interview will be contacted. Zūm Rails is an equal opportunity employer. We welcome inquiries from all qualified applicants. Accommodations are available on request for candidates taking part in all aspects of the selection process.

**Must be legally authorized to work in Canada. **No agencies please.