Manager of Disputes

Compensation: $ based on experience and credentials

Location Type: Hybrid

Position Type: Full Time

Schedule: Monday through Friday

The Manager of Disputes will support the Disputes Department by overseeing resolution processes for debit cards, credit cards, credit bureaus, ATM/ITM, ACH, and error corrections. They will assist in setting goals, delegating tasks, and ensuring high-quality member service while fostering a collaborative team environment. This role will help ensure the department meets regulatory time frames and standards. The Manager will stay informed on industry trends and assist in implementing necessary process changes.

They will collaborate with other departments to collaborate on member requests as well as create process efficiencies and improvements. Additionally, they will help track and analyze productivity metrics to ensure timely task completion and regulatory compliance.

• Lead the Dispute Department that is responsible for dispute resolution for debit cards, credit bureau, ATM/ITM, ACH, as well as error corrections for shares and loans
• Serve as a subject matter expert and work closely with the Supervisors of Disputes to oversee the functions of the team and ensure accurate and timely completion of tasks
• Collaborate closely with the Supervisors of Disputes to oversee the functions of the team to ensure accurate and timely completion of tasks
• Develop and communicate a clear vision for the department and ensure it aligns with overall organizational goals
• Oversee and ensure consistent tracking of staff productivity
• Assist with member or team member escalations
• Utilize data to identify trends and areas for improvement and coach staff accordingly
• Identify and address productivity gaps through process improvement initiatives to create efficiencies and increase morale
• Collaborate with the Fraud Risk Management Team to investigate and analyze potential areas for risk and financial loss through fraudulent disputes
• Utilize data to make strategic decisions on department processes and remediations
• Prepare comprehensive reporting as it pertains to all Dispute team functions
• Deliver data and forecasting to upper management monthly
• Follow service standards, policies, and procedures set forth internally as well as externally with Regulation E, Regulation Z, Visa International, FCRA, and CFPB. Adhere to all applicable NACHA policies for ACH disputes
• Oversee department compliance with regulatory requirements and completion of compliance training
• Assist leadership with department budget development, monitoring, and maintenance
• Oversee the balancing of appropriate general ledger accounts and review all settlements and invoices for accuracy
• Analyze the root cause of escalation and implement effective solutions to prevent recurrence
• Review and recommend new methods or procedures to make daily operations more efficient
• Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
• Set goals for assigned teams to achieve operational and strategic results
• Provide guidance, mentoring, and development opportunities for directly reporting staff
• Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
• Assist with the development, monitoring, and maintenance of the annual budget
• Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
• Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and…