Disputes Program Manager

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Affirm aims to provide better financial products to improve the lives of consumers and believes in honest products and full transparency to the customers. We are hiring an exceptional program manager to develop and support a customer-centric Disputes Experience ensuring that disputes are resolved efficiently, accurately, and in compliance with regulatory requirements.

As a Disputes Program Manager, your primary responsibility will be to oversee the comprehensive dispute resolution process and lead the expansion of our Card and Money account products. The role requires independent assessment and interpretation of key regulations like Reg E and Reg Z in collaboration with product owners and compliance & legal teams so that regulatory obligations are fully understood, embedded and adhered within our dispute process.

To succeed in this role, you will need strong leadership skills, a data-driven mindset, exceptional problem-solving abilities, and excellent project management expertise.  As a key player, you will work closely with leadership and cross-functional stakeholders to bring about organizational change and report into the Senior Manager of Ops Programs.

What You’ll Do

• Support the expansion of the Affirm Card and Affirm Money account products, in collaboration with the Product team and drive operational readiness in terms of people, process and technology
• Lead the Dispute governance and oversight program bringing enhancements to Standard Operating Procedures, Quality Assurance Program, and Agent training 
• Manage key bank partner relationships and collaborate with them and Marqeta  to understand their position on regulations, assisting in solutioning and translating regulations into executable requirements.
• Track our chargeback success rate and identify opportunities for improvement.
• Monitor dispute volume, identifying trends, and developing reports.
• Informing requirements and monitoring effectiveness of agent training program
• Interface with Service delivery, Workforce Management, Process Excellence, Training teams, and third party vendors to improve processes or reconcile gaps in dispute handling
• Provide guidance on escalated dispute cases in collaboration with Compliance Advisory and Product Legal teams.
• Primary liaison for internal audits and overseeing the management of external audits relating to dispute resolution. Support preparation of internal and external audits and compliance in accordance with regulatory standards.
• Track and identify changes in the regulatory landscape that could affect our products, working to reduce risks, educating our teams to ensure ongoing compliance.
• Perform regulatory assessments of the focus areas including review of processes and procedures, adherence by staff and make recommendations to improve internal controls and compliance

What We Look For

• 7+ years of experience with the dispute management process at a fintech or financial institution, including 3+ years in a management role that involves scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others.  Have a deep understanding of dispute management rules, response codes, and recommended response data.
• Experience with Visa’s operating rules and regulations
• Must have working knowledge of Regulation E and Regulation Z compliance.
• Experience working with cross-functional teams such as Engineering, Product, Operations, Legal, Compliance to drive outcomes.
• Serve as a subject matter expert and point of contact internally and externally across departments in reviewing transactions, troubleshooting issues, and handling escalations.
• Assist in communicating the fraud and dispute process and desired product and process improvements with senior management, fraud, customer service, and other cross-functional teams to enhance the user experience.
• Must be able to create and manage projects from conception to completion.
• Must ensure that customers receive the best service across fraud and dispute-related touchpoints.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. 

Base Pay Grade - L
Equity Grade - 6

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $160,000 - $210,000

USA base pay range (all other U.S. states) per year: $142,000 - $192,000

Please note that visa sponsorship is not available for this position.

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