Dispute Resolution Department Manager

Job Description

Primary responsibilities include the management of personnel dedicated to the processing of fraud and non-fraud customer disputed card transactions. Supervise staff, develop and maintain policies and procedures for all dispute related functions under purview.

Essential Duties:

• Manages a team of employees who conduct investigations of reported disputed cases. Provides direction in the investigation and evaluation of suspicious activity, with responsibility for customer service, recovery, and regulatory compliance.
• Develops and executes the disputes program by establishing robust workflows that support optimal use of resources while maintaining superior customer service.
• Assists in the development of dispute operations tactical and strategic planning.
• Creates and maintains policies and procedures for the dispute operations functions.
• Establishes, monitors and reports dispute case performance metrics.
• Understand the procedures and systems associated with Regulation E/Z compliance, NACHA, MasterCard/Visa rules and regs and all other associated regulatory practices governing disputes processing.
• Serves as a project team member to represent dispute operations on new products/initiatives that have an impact on operational practices. If needed, implements new processes, workflows, or monitoring to address identified risks or process changes.
• Interacts with bank examiners and/or internal auditors. Addresses and corrects issues raised in audits and exams.
• Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; recognizing and rewarding employees for accomplishments.
• Assumes additional responsibilities and leads special projects as assigned.

This position is eligible for a sign on and referral bonus.

Requirements

College degree or equivalent with 2-5 years of relevant work experience required.

Relevant banking, credit/debit card experience

Have an understanding and knowledge of regulatory compliance requirements with respect to Regulation E and stay abreast of regulatory compliance laws and regulations.

Excellent analytical, research, and problem-solving skills with a demonstrated ability to manage projects from inception through completion.

Excellent written, verbal and presentation skills to communicate complex information to a broad range of internal and external contacts.

Excellent ability to motivate, educate and influence employees to support goals and objectives.

Strong organizational and time management skills including ability to multi-task.

Attention to detail with an aptitude for math and data entry.

Identify opportunities to improve customer/employee experiences/processes for multiple situations/scenarios.

Builds constructive and effective working relationships; diffuses high-tension situations using diplomacy and tact, minimizing the impact to the business environment.