Role overview

Tamara is a fintech platform serving the Saudi Arabian and GCC region, supporting over 25 million customers and 130,000 partner merchants with financial solutions across retail, travel, education, and healthcare. As a Dispute Operations Investigator, you will handle the operational work of dispute resolution, managing cases from initial review through adjudication and merchant communication. This role is designed to evolve as automation increases through 2026-2027, shifting toward exception-focused work on complex and flagged cases.

Key responsibilities

Review and adjudicate merchant disputes by evaluating evidence from both customers and merchants, making decisions based on available information and applicable policies.
Maintain a turnaround time of less than 48 hours on the manual review queue and escalate cases to the appropriate teams when defined criteria are met.
Communicate proactively with merchants to encourage timely action on their claims and provide guidance on how to resolve disputes.
Engage with merchants who have high dispute rates and work with them to develop action plans for improving their performance.
Handle disputes flagged through channel partner workflows and coordinate with commercial account managers on partner-specific escalations.
Serve as the primary regulator escalation point (for designated investigators), managing SAMA and CBUAE escalated cases and drafting responses within defined timelines.
Produce daily case throughput reports, participate in weekly quality reviews of adjudication decisions, and identify operational improvement opportunities for the team leader.

Requirements

Two to three years of operational experience in customer care, claims handling, dispute management, chargeback operations, or similar high-volume case environments.
Fluency in both Arabic and English, with the ability to communicate professionally with customers and merchants in both languages.
Strong attention to detail with the ability to write clear case notes, make accurate decisions, and maintain a clean audit trail.
Demonstrated capability to process high volumes of cases while maintaining quality standards without degradation.
Comfort making adjudication decisions when working with incomplete evidence and sound judgment in evaluating disputes.
Proficiency with case management systems such as Salesforce or comparable platforms.
Prior experience with fintech, BNPL, payments, or e-commerce is preferred; familiarity with SAMA regulatory frameworks is required for investigators handling regulator escalations.

What makes this role worth considering

This position offers a clear career development path within Tamara’s growing Dispute Operations function. Strong performers who develop expertise in exception handling and merchant communication can progress to Team Leader roles or broader positions in Care Operations. You will work on meaningful financial solutions for a large customer base across the region while contributing to a fintech platform backed by significant institutional investors.

How to apply

Use the Apply button to view the official job posting and submit your application on Tamara Dubai Jobs: Essential Guide to Careers (2026)'s careers site.

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