Disputes Manager

Job Description

Job Title:

Disputes Manager

Reports to:

Controller

Location:

Las Vegas, NV

The Pavilion Payments Disputes Manager is responsible for directing the daily operations of Pavilion Payments’ Settlement & Disputes Department. This role ensures that all financial disputes related to gaming funds are handled promptly, accurately, and in strict compliance with regulatory requirements. The Disputes Manager provides strategic oversight, manages a high-performing team, and partners across the organization deliver exceptional service to our customers and their customers.

• Lead and Oversee Dispute Management: Direct the intake, investigation, and resolution of disputes across all channels, including:
  • Automated Clearing House (ACH) transactions
  • Check processing and returned checks
  • Credit/debit card chargebacks
  • Apple Pay disputes/chargebacks
  • Wire transfers and electronic funds transfers (EFTs)
• Root Cause & Trend Analysis: Analyze dispute patterns to identify systemic issues, fraud trends, and process gaps; partner with Fraud, Product, and Finance to implement preventative controls that reduce dispute inflow.
• Reporting & Analytics: Develop and maintain dashboards tracking SLA adherence, win/loss ratios, refund volumes, and financial impact; provide concise, actionable insights to senior leadership.
• Vendor & Partner Management: Serve as primary liaison with banks, card networks, and payment processors to ensure timely escalations, accurate evidence submissions, and adherence to dispute procedures.
• System & Process Optimization: Oversee dispute-management tools and automation initiatives; collaborate with IT and Product to enhance case tracking, documentation workflows, and reconciliation accuracy.
• Audit & Compliance Readiness: Ensure all dispute processes meet regulatory, audit, and internal control standards, maintaining full documentation for NACHA, PCI, and AML compliance.
• Ensure Service Level Agreement (SLA) Compliance: Monitor team performance against defined SLAs to ensure timely and accurate resolution of disputes.
• Maintain Regulatory Compliance and Internal Controls: Ensure all processes align with applicable laws, regulations, and industry requirements (e.g., National Automated Clearing House Association {NACHA} rules, card network dispute procedures, anti-money laundering guidelines).
• Develop and Maintain Standard Operating Procedures (SOPs): Create, document, and regularly update SOPs to ensure process consistency and efficiency.
• Refund Review and Approval: Review and authorize refund notifications in accordance with company policies.
• Training and Development: Design and deliver training programs for dispute resolution processes, compliance requirements, and customer service standards.
• Workload Allocation and Escalation Management: Assign cases to staff, monitor progress, and manage high-priority or complex dispute escalations.
• Cross-Functional Collaboration: Partner with Product Team, particularly the Fraud section, Finance, Compliance, IT, and external stakeholders to resolve systemic issues and implement process improvements.
• Staff Supervision: Hire, coach, and evaluate team members to drive high performance, engagement, and accountability.

Achieve 99.99% on-time dispute resolution in accordance with all applicable regulatory and business service deadlines, including:

• NACHA: 10 calendar days
• Wells Fargo: 7 calendar days
• Internal bank-initiated e-check target: 4 calendar days
• Card network deadlines: 30–45 days (network dependent)

Complete at least 70% of all cases ≥ 24 hours before the applicable deadline and at least 40% of all cases ≥ 48 hours before the applicable deadline to ensure quality control, allow for rework, and maintain compliance buffers.

• Bachelor’s degree in Business, Finance, or a related field, or equivalent work experience.
• Proven leadership and people management experience, with a track record of developing and retaining talent.
• Exceptional problem-solving and organizational skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Excellent written and verbal communication skills,…