Dispute Operations Specialist

About Us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day 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 Summary Dispute Operations Investigators are the operational engine of Tamara's newly established Dispute Operations function. Reporting to the Team Leader, this role handles the case-level operational work of dispute resolution: exception review, evidence adjudication, merchant communication, and recovery coordination. This is a hands-on operational role. As Tamara's dispute automation matures through 2026-2027, this role shifts from high-volume case handling to exception-focused work (fraud-flagged cases, regulator escalations, complex adjudications). Investigators who develop strong judgment on exception handling and merchant communication have a direct pathway to Team Leader within the function, or broader roles in Care Operations. Key Responsibilities Own the end-to-end management of merchant disputes, including: 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 the evidence provided by both the customer and merchant. • Adjudicate the claim based on the available evidence and applicable policies. • Escalate to T&S or Team Leader per defined escalation criteria. • Maintain

2-3 years operational experience in customer care, claims handling, dispute management, chargeback operations, or comparable high-volume case work. Fluency in Arabic and English (customer and merchant communication).

Own the end-to-end management of merchant disputes, including review & adjudication, evaluating evidence from customer and merchant, adjudicating claims, escalating per criteria, maintaining under 48-hour SLA on manual review queue; merchant engagement and dispute rate management through proactive communication and action guidance; support negative balance collection once defined; handle channel partner workflow for CP-flagged disputes; regulator escalation coordination (designated Investigators) handling SAMA and CBUAE escalations, drafting regulator responses within SAMA 5-business-day SLA, maintaining logs and monthly reporting; reporting on daily case throughput and weekly quality review; surface patterns and improvement opportunities to Team Leader.