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TamaraDispute Operations Specialist
Tamara is a fintech platform operating in Saudi Arabia and the GCC region, providing financial solutions to over 25 million customers and more than 130,000 partner…
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About This Role
Tamara is a fintech platform operating in Saudi Arabia and the GCC region, providing financial solutions to over 25 million customers and more than 130,000 partner merchants across sectors such as retail, travel, education, and healthcare. The company is backed by investors including Sanabil Investments and SNB Capital. Tamara is hiring a Dispute Operations Specialist to act as an operational investigator within its newly formed Dispute Operations team. Reporting to…
Job Description
Tamara is a fintech platform operating in Saudi Arabia and the GCC region, providing financial solutions to over 25 million customers and more than 130,000 partner merchants across sectors such as retail, travel, education, and healthcare. The company is backed by investors including Sanabil Investments and SNB Capital.
Tamara is hiring a Dispute Operations Specialist to act as an operational investigator within its newly formed Dispute Operations team. Reporting to the Team Leader, this hands-on role manages end-to-end merchant disputes, including exception reviews, evidence adjudication, merchant communication, and recovery coordination. As automation progresses through 2026 and 2027, the focus of the position will transition toward exception-focused work such as fraud-flagged cases, complex adjudications, and regulator escalations. The role offers pathways to advance to a Team Leader position or take on broader responsibilities within Care Operations.
Responsibilities
- Review claims through standard queues or commercial channels for suspended merchants requiring priority handling
- Evaluate evidence submitted by both customers and merchants to adjudicate claims based on applicable policies
- Escalate issues to Trust and Safety or the Team Leader according to established criteria
- Communicate proactively with merchants to encourage timely action and provide guidance on claims
- Engage merchants exhibiting high dispute rates to request clear action plans for improvement
- Support the collection of merchant negative balances once that process model is finalized
- Manage channel partner flagged disputes through manual workflows and coordinate with commercial key account managers
- Handle SAMA and CBUAE escalated cases, draft regulator query responses within SLAs, and maintain logs for designated investigators
- Report daily case throughput and participate in weekly quality reviews on adjudication decisions
Requirements
- Two to three years of operational experience in customer care, claims handling, dispute management, chargeback operations, or similar high-volume case work
- Fluency in both Arabic and English for professional communication
- Strong attention to detail with accurate decision-making and clean audit trails
- Ability to maintain quality standards while processing high volumes of cases
- Sound judgment to make adjudication decisions despite incomplete evidence
- Proficiency in Salesforce or comparable case management platforms
Qualifications
- Prior background in fintech, buy now pay later (BNPL), payments, or e-commerce
- Familiarity with Tamara systems including CSHub, Salesforce, and Partner Portal
- Knowledge of the SAMA regulatory framework for consumer finance and BNPL for designated regulator escalation investigators
- Experience dealing with reserve or settlement operations
Core Skills
Frequently Asked Questions
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What is the employment type for this role?
The source posting does not specify the employment type.
Is this position remote or on-site?
The source posting explicitly states that the role is on-site.
What salary does Tamara offer for this position?
The job posting does not provide salary details.
What kind of background is required to apply?
Applicants need two to three years of operational experience in areas like customer care, claims handling, dispute management, or chargeback operations, along with fluency in Arabic and English.
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