Compliance and Disputes Specialist

Compliance and Disputes Specialist

Department: Operations

Employment Type: Full Time

Location: Canada - Remote

Compensation: CA$60,000 - CA$80,000 / year

Description

Riipen is looking for a Compliance & Disputes Specialist to help protect the integrity of our platform, prevent fraudulent activity, and ensure a safe and trustworthy experience for our users. 
This hands-on role combines investigative work, data analysis, policy enforcement, and cross-functional collaboration. You'll balance proactive compliance reviews with responding to escalations, identifying unusual activity, gathering evidence, and helping ensure that decisions are fair, consistent, and well-documented. You'll also contribute to improving the processes and safeguards that help us identify and prevent issues before they escalate.
This role is a strong fit for someone who is naturally curious, detail-oriented, and enjoys getting to the bottom of things. You're comfortable working independently, following the details wherever they lead, and using sound judgment to navigate situations that aren't always straightforward
This role is fully remote and open to candidates in Canada.

What you’ll do:

User Escalations & Compliance Management

• Handle escalated user inquiries, overseeing the highest level of escalations related to disputes, platform integrity, and compliance issues.
• Investigate and resolve complex user disputes, ensuring all decisions are well-documented, fair, and aligned with Riipen’s policies.
• Oversee ID verification processes, ensuring accuracy and security in user authentication (Success Teams will provide initial support).
• Work cross-functionally with customer success, legal, and operations teams to maintain compliance and address concerns effectively.

Payment Dispute Resolution

• Own all payment disputes, investigating claims, gathering evidence, and determining appropriate resolutions.
• Manage escalated payments, handling transactions that require additional verification or review.
• Ensure all payment-related escalations are documented and resolved within SLA, preventing fraudulent activity or misuse of funds.
• Coordinate with the finance team to process payments and refunds when necessary.

Decision Making & Documentation

• Render decisions on escalated cases, ensuring outcomes are well-documented and communicated transparently to users.
• Maintain clear records of disputes, resolutions, and compliance actions, contributing to audit readiness and internal reporting.
• Stay up to date on compliance regulations, risk management best practices, and platform policies to ensure adherence.

Process Improvement & Risk Mitigation

• Continuously assess and refine compliance workflows, dispute resolution processes, and payment verification procedures.
• Identify trends in escalations and work proactively to reduce recurring issues through policy updates or preventative measures.
• Provide recommendations on best practices for fraud prevention, risk management, and platform integrity.

What you’ll bring:

These aren’t hard requirements but will be indicators that guide our search.
You may be a good fit if you have:

• Some experience in compliance, risk management, policy enforcement, fraud prevention, investigations, or a related field. 
• Strong critical thinking and investigative skills, with a natural curiosity and the ability to recognize inconsistencies, ask thoughtful questions, and dig deeper to understand the full picture.
• Excellent attention to detail and the ability to review information, identify patterns, and make well-reasoned decisions based on available evidence.
• Strong organizational and prioritization skills, with the ability to manage multiple ongoing tasks, reviews, and investigations while responding to unexpected or time-sensitive issues.
• Experience interpreting and applying policies, procedures, or contractual requirements to real-world situations.
• Strong written communication and documentation skills, including the ability to clearly explain findings, decisions, and next steps to different audiences.
• Comfort working with data, reviewing records, and navigating multiple systems to gather information and support investigations.
• The ability to work independently, take ownership of your work, and recognize when a situation requires additional input or escalation.
• A thoughtful, level-headed approach to navigating sensitive situations
• A proactive mindset and an interest in identifying opportunities to improve processes, reduce risks, and prevent recurring issues.

Bonus Points:

• Experience in financial services, legal compliance, policy administration, SaaS, or other technology-driven environments.
• Familiarity with identity verification processes, KYC, KYB, or fraud detection and prevention practices.
• Experience using identity verification platforms such as Persona or similar tools.
• Familiarity with SQL, database structures, or working with raw data to identify trends, patterns, and anomalies.
• Experience using tools such as Metabase, HubSpot, Jira, or similar platforms for data analysis, case management, or documentation.
• Experience supporting payment disputes, transaction reviews, or compliance activities involving financial transactions.

We ask that if you feel like you don’t check all the boxes but have the potential to learn what you don’t know, that you still apply! We believe that diverse teams are high-performing teams and we strive to employ individuals with a diversity of backgrounds, experiences, and perspectives. 

Benefits & compensation:

Compensation 

The annual salary range for this role is $60,000 - $80,000 annually, based on experience, capabilities, and internal equity. 

A salary closer to the bottom of the range may reflect strong potential with some skills still developing, while the upper end typically applies to existing team members and reflects demonstrated proficiency, growth, and impact over time. For roles within this salary band, new Riipen hires can typically expect a starting salary between $60,000 and $65,000, depending on skills and experience.
Benefits

• 🌐 Remote/travel working opportunities (when appropriate)
• 🏖️ 4 weeks of annual vacation 
• 🤕 Paid sick leave
• 🏥 Extended Health and Dental benefits from your first day 
• 💻 We will ensure you have a great work-from-home setup 
• 📚 Learning & Development Stipend after 6 months of employment

We appreciate your interest and application. Only those applicants under consideration will be contacted. 
A note on how we use AI: we use it thoughtfully, mainly to help our team review larger applicant pools and check for basic role eligibility, and to take notes during interviews. Vetted applications are reviewed by a real person on Riipen's recruitment team, and all hiring decisions are made by people, using practices designed to keep things fair and consistent for everyone.
Riipen is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. 
Reasonable accommodation is available for qualified individuals with disabilities, upon request.