Manager of Disputes

Location:

Lone Tree Corp Office
Home Office
9990 Park Meadows Dr
Lone Tree, CO 80124, USA

We’re passionate about transforming financial services. Our members, families, and the communities we call home motivate everything we do. As part of the credit union movement, we believe in providing our members with education, support, and guidance to build strong financial futures.

At Canvas, we’re dedicated to transforming financial services from the inside out. Our culture is a top priority and second to none. We strive to balance hard work and high achievement with a fun, supportive environment.

At Canvas, there are 5 behaviors we live by each day that will continue to help us be known for our heart and our people:

• Seriously good benefits
  :
  Beyond healthcare, dental, and life insurance, we make it so worth your while. Canvas employees get up to a 10% company contribution to their 401k, generous personal time off, and employee discounts on loans (that includes cars and houses!). The starting pay range for this position is $76,364.66-$85,904.90/annual, and final pay rate will be determined based on experience, education, skills, and internal equity factors.
  
  Canvas benefits include:
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Paid Wellness Day
• Flexible Spending Account
• Health Savings Account
• World Class 401(k) Plan
• Tuition Reimbursement
• Rate Discounts on Qualifying Loans
• May be eligible for incentives or discretionary bonus based on results

People Leader responsible for leading all aspects of Card Dispute Servicing and Processing. They lead the Card Dispute team activity to meet and exceed goals for service, productivity, and quality of work while promoting member relationships that exceed expectations.

• People Leader - Responsible for leading and managing all card dispute processing & servicing. Maintains advanced knowledge of organizational policies, procedures, and applicable state, federal, and Card Network laws and regulations concerning Card Disputes. Ensure all updates and changes are communicated, implemented, and followed by team members.
• Create a positive work environment and ensure optimum staffing. Provide direction and leadership to Dispute team members with emphasis on delivering excellence in member service, teamwork and achieving team goals.
• Evaluate, develop, motivate, train and coach the Canvas Disputes Team.
• Manage the Card Dispute phone and processing queues to ensure the highest degree of service quality has been met.
• Take appropriate action to resolve member issues promptly and coach team members to do the same.
• Responsible for all management functions including recruiting, hiring, training, coaching, performance management, scheduling, cross‑training, and succession planning etc.
• Perform quality assurance via call monitoring to ensure that the highest degree of service quality has been met.
• Conduct ongoing analysis of activities, workflow and operations with a specific strategy devised towards meeting goals and objectives.
• Assist with escalated member calls.
• Maintain accurate reporting, appropriate tracking, and measurement of department activity.
• Work closely with other departments, creating a collaborative environment.
• Responsible for reviewing and testing department procedures on an ongoing basis.
• Develop an ongoing cross training program throughout the department.
• Oversee and ensure required audits are satisfactorily completed.
• Exhibit support for the organization’s goals, values, initiatives, and cost control.
• Embrace ongoing education and learn/apply those skills.
• Follow all safety and security guidelines to properly safeguard member and organization assets.
• Perform other duties as assigned.

• Strong leadership skills; able to build and foster teamwork; coach, train and develop Canvas team members.
• Thorough knowledge of Regulation CC, Regulation Z, Regulation E, EFTA and Card Network (Visa/Mastercard) Rules
• Advanced knowledge and understanding of Canvas Credit Union financial products and services.
• Excellent written and oral communications skills with the ability to explain programs and expectations to others.
• Strong attention to detail with proven…