---
title: 'Card Operations Specialist - Disputes & Authorizations at Zed'
canonical: 'https://feeny.ai/job/card-operations-specialist-disputes-authorizations-zed-manila-mpwkmh7abmgr'
type: 'job'
last_seen: '2026-11-09'
---

# Card Operations Specialist - Disputes & Authorizations at Zed

- **Company:** Zed
- **Location:** Manila, Philippines
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-11-04
- **Last confirmed live:** 2026-11-09
- **Apply:** https://jobs.ashbyhq.com/zedfinancial/fe33f9fa-0385-48b2-addb-8a26916bb447

## Job description

## About Zed

Zed is building the first AI-native, licensed neobank in the Philippines designed to democratize access to premium financial services for young professionals in global markets. The current banking system is broken, often shutting out the world’s youngest and fastest-growing consumer classes—we’re here to fix it. Our team is uniquely positioned to solve this. We are Stanford engineers and former YC founders who have spent our careers at the intersection of banking and hyper-growth startups like Square, Facebook, and Box. We’ve been here before, having previously built and exited Symple (YC W'17), a fast-growing B2B payments company. We are backed by world-class investors, including Accel, Valar, Immad Akhund (Mercury), Dalton Caldwell (Y Combinator), and Kunal Shah (Cred).

## The Role

When a customer disputes a transaction, they need someone who can investigate carefully, explain what happened, and follow through. As our Card Operations Specialist - Disputes & Authorizations, you’ll manage card disputes from the cardholder’s first inquiry through final resolution. You’ll investigate transactions using card processor and network data, file and track Mastercard chargebacks, coordinate account adjustments with Finance, and keep cardholders informed. You’ll work closely with our Senior Fraud & KYC Analyst when cases raise fraud concerns. This is a hands-on role for someone with issuing-side chargeback experience who enjoys both detailed investigation and helping customers. Alongside daily casework, you’ll identify recurring issues and work with Engineering and Design to improve the cardholder experience.

## What You’ll Do

- Support cardholders through resolution: Respond to questions about disputes, declines, refunds, and reversals. Explain what is known, gather supporting information, and keep customers informed about next steps and outcomes.
- Investigate transactions: Use authorization and clearing records from our processor and card network to understand what happened and document the evidence.
- Manage chargebacks: Assess dispute eligibility, select appropriate reason codes, prepare evidence, and file Mastercard chargebacks. Track responses and deadlines through representment, pre-arbitration, and arbitration, escalating decisions when needed.
- Coordinate fraud-related cases: Recognize suspicious activity, refer concerns to the Senior Fraud & KYC Analyst, and communicate appropriate updates and next steps to cardholders.
- Track account adjustments: Work with Finance to track provisional credits, reversals, and final adjustments accurately.
- Report on performance and trends: Prepare weekly and monthly reporting on case volumes, win rates, losses, and turnaround times. Highlight recurring issues and opportunities to improve processes and controls.
- Maintain clear procedures: Keep dispute procedures, case templates, and customer responses up to date as processes and network rules change.
- Help improve the product: Share issues uncovered through casework with Engineering and Design, help test fixes, and check whether they resolve the underlying customer problem.

## What You Bring

- Bachelor’s degree in any field, with a strong academic background
- At least three years of hands-on issuing-side chargeback experience, including filing, representment, pre-arbitration, and arbitration.
- Working knowledge of Mastercard dispute rules, reason codes, evidence requirements, and deadlines.
- Experience using card management platforms and card network dispute tools, including retrieving and interpreting authorization and clearing records.
- Experience communicating directly with cardholders about disputes, declined transactions, or refunds in writing.
- Strong investigative judgment: you can assess the evidence, identify gaps, recognize potential fraud, and determine when to escalate.
- Clear, empathetic communication, including when explaining an unfavorable outcome.
- Strong organization and follow-through across multiple cases with firm deadlines.
- Comfort preparing operational reports in Excel or Google Sheets using pivot tables and lookups.
- Comfort learning and using approved AI tools to support documentation, reporting, and process improvement while protecting customer information.
- Careful handling of confidential customer and financial information.

Helpful, but Not Required

- Experience with Visa dispute rules or formal Mastercard or Visa dispute training.
- Familiarity with customer support ticketing tools.
- Experience writing operational procedures or maintaining case templates.
- Experience working with product or engineering teams to investigate recurring issues and test improvements.

We hire exceptional people from diverse backgrounds because different perspectives build better products. If you’re excited about this role but don’t check every box, apply anyway. We value potential, ownership, and alignment with our values more than perfect résumés. We are an equal opportunity employer and do not discriminate based on legally protected characteristics. We provide reasonable accommodations throughout the hiring process. Compensation includes salary, equity, and benefits. Final offers are based on role scope, location, and experience.

## About Zed

## Company Overview
- **One-liner**: Zed builds a modern, AI-powered credit card and financial platform designed for young professionals in Southeast Asia, offering no-interest credit, unlimited virtual cards, and transparent fees.
- **Entity Type**: Private (Series A; total funding $22.5M)
- **Headquarters**: San Francisco, California, United States (with operations in Manila, Philippines)
- **Founded**: Year not publicly stated; launched in Philippines in 2024
- **Founders**: Steve Abraham (Co-founder) & Danielle Cojuangco Abraham (Co-founder & Co-CEO)

## Core Business
- **Primary industry**: Financial Services (Consumer Fintech)
- **Target customers**: B2C; specifically young, college-educated professionals in Southeast Asia (Generation Z and Millennials) who are underserved by traditional credit systems.
- **Mission statement**: "To build a bank for the next generation that feels like a great private banker," unlocking wealth creation for young people by democratizing access to responsible credit.

## Products & Services
- **[Zed Credit Card]**: A premium Titanium Mastercard with no interest, no foreign transaction fees, and unlimited virtual cards. Features include a data-driven application process that uses AI to underwrite creditworthiness from non-traditional data (transaction data, financial documents), flexible installment plans, instant card locking, and single-use virtual cards for online security. Type: Fintech product (credit card + mobile app).

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding of **$22.5M** (Seed: $6M led by Valar Ventures; Series A: $16.5M led by Accel). Waitlist has nearly **200,000 sign-ups**; customer base has **grown by 10x** and monthly Gross Merchandise Value (spend) has grown by **~500%** since the beginning of 2025.
- **Notable Investors/Partners**: Accel, Valar Ventures, Immad Akhund (CEO of Mercury), Dalton Caldwell (former Y Combinator). Issued in partnership with Mastercard. Regulated by the Philippine Central Bank (BSP).
- **Growth Signals**: Rapid growth in user base and transaction volume; Series A round led by top-tier VC Accel; strong word-of-mouth waitlist; expansion of an AI-driven underwriting model targeting a massive underserved market (200M+ college-educated young professionals in emerging Asia). The team has grown **+35% YoY** (13 employees).

## Competitive Advantages
- **AI-native underwriting**: Uses foundational models to assess creditworthiness from alternative data (transaction history, financial documents) rather than relying on thin or nonexistent traditional credit bureau files. This unlocks credit for a huge "unscoreable" demographic.
- **Bespoke product for a generation**: The card is designed specifically for the spending habits of young Southeast Asians (travel, online shopping, peer-to-peer payments) with features like no foreign transaction fees and unlimited virtual cards.
- **Founder-market fit & licensing**: Founded by Stanford-educated engineers with deep fintech expertise (Symple, Y Combinator, Box) and local market knowledge. The company holds a financial institution license from the BSP, a significant regulatory moat.
- **Purpose-built tech stack**: Building a modern bank from scratch, free from legacy infrastructure, allowing for AI-driven, safety-critical consumer systems and multi-currency payments.

## Strategic Focus
- **Expand AI-driven credit products**: The current underwriting model is just the first application; the company plans to leverage proprietary AI models to build a wider suite of banking services for its target demographic.
- **Scale in Southeast Asia**: Currently focused on the Philippines as a beachhead market, with a long-term goal of serving young consumers across the region and globally.
- **Hire for product & engineering**: Actively recruiting product-minded engineers, designers, data scientists, and operations staff to build the core platform.
- **Key priorities**: Real-time credit decisioning with sparse data, building safety-critical consumer systems, multi-currency payments, and AI-driven customer experiences.

## Why Work Here
- **High-impact mission**: Opportunity to build a fundamental piece of financial infrastructure for a generation of 200M+ underserved young professionals in Asia.
- **Talent & culture**: The team is described as "ambitious" and "radically honest," composed of Stanford engineers and veterans from Square, Google, Stripe, Facebook, and Box. The environment is "people-first" and focused on technical excellence.
- **Work model**: Hybrid/Office for different teams. Product, Design, and Engineering teams are headquartered in **San Francisco**, while Operations and Risk are based in **Manila**.
- **Backing and stability**: Backed by top-tier investors (Accel, Valar) and key fintech leaders, providing strong financial runway and strategic guidance.
- **Cutting-edge work**: Engineers work on hard problems like AI underwriting, real-time credit, and multi-currency payments with the latest tools (foundational models, agent infrastructure).

## Sources
1. [zed.co](https://www.zed.co/)
2. [LinkedIn - Zed](https://www.linkedin.com/company/zedfinancial)
3. [Zed - Series A Announcement](https://www.zed.co/announcement-series-a/)
4. [Zed - Company Page](https://www.zed.co/company/)
5. [Zed - Careers Page](https://jobs.ashbyhq.com/zedfinancial)
6. [Zed - Card Page](https://www.zed.co/)

## Other roles at Zed

- [Card Fulfillment Associate](https://feeny.ai/job/card-fulfillment-associate-zed-manila-zs7dpx7etgct) — Manila, Philippines
- [Senior Fraud & KYC Specialist](https://feeny.ai/job/senior-fraud-kyc-specialist-zed-manila-76w73c58w9qr) — Manila, Philippines
- [Head of Strategic Finance & Planning](https://feeny.ai/job/head-of-strategic-finance-planning-zed-san-francisco-2cmemevspz5v) — San Francisco, CA
- [Lead Product Designer](https://feeny.ai/job/lead-product-designer-zed-san-francisco-bc3vavgakga1) — San Francisco, CA
- [Partnerships Lead](https://feeny.ai/job/partnerships-lead-zed-manila-zwf9wkssaxth) — Manila, Philippines
- [Senior ML Data Scientist (Credit Risk)](https://feeny.ai/job/senior-ml-data-scientist-credit-risk-zed-san-francisco-5ajvgnd0y8s6) — San Francisco, CA
- [AI Engineer, Agent Infrastructure](https://feeny.ai/job/ai-engineer-agent-infrastructure-zed-san-francisco-7vmbp3jws5x3) — San Francisco, CA
- [Product Engineer](https://feeny.ai/job/product-engineer-zed-san-francisco-68gj119nab78) — San Francisco, CA
- [Data Scientist](https://feeny.ai/job/data-scientist-zed-manila-y8xamvdpgzgn) — Manila, Philippines