Supervisor, Chargeback (On-Site West Des Moines)

THE OPPORTUNITY:

We are seeking a talented Supervisor, Chargeback who will supervise and coordinate the operations of the Chargeback and Dispute Processing staff. Focus is on processing and resolution of Visa and Mastercard disputes for members of Co-op Solutions credit unions, while ensuring maximum productivity and minimal loss through accuracy and efficiency with a quality customer service focus.

SUPERVISOR FUNCTIONS AND RESPONSIBILITIES:

• Supervises and directs Chargeback staff ensuring daily production of claims processing. Monitors and analyzes workflow, productivity, accuracy and mitigates financial losses.

• Develops, coaches, reviews and documents employee performance and attendance to maintain department effectiveness. Coordinates department and systems training for employees. Maintain a high level of visibility with staff to help resolve issues. Coordinates and oversees any special duties as assigned by management.

WHAT YOU CAN LOOK FORWARD TO:

• Manage functional teams within the department, providing leadership to direct reports while ensuring client service and quality standards are met.

• Manages, evaluates performance and develops team of direct reports.

• Monitors daily workflow and acts as an escalation point for operational issues for staff; maintaining a working knowledge and understanding of the Visa/MasterCard Chargeback rules and requirements pertaining to claims processing.

• Conducts or assigns monthly audits of actions taken on claims by staff to ensure accuracy and compliance.

• Creates/updates department policies and procedures as needed.

• Participates and represents the department on various internal launch teams and committees for Co-op products and services.

• Keeps abreast of external changes in the dispute processing environment; ensures internal staff is properly trained.

• Reviews Visa and/or MasterCard notification/mandates to support compliance with Chargeback processing requirements. Assists in communicating updates to staff and/or credit unions clients.

• Acts as Subject Matter Expert (SME) for changes/updates in platform systems and rules related to Chargeback processing

• Acts as escalation point between

  • Platform processor for reporting and tracking of issues in corresponding systems

  • Networks for issues related to Visa and MasterCard

• Reviews and makes assessment of new clients to assign Chargeback Analyst resources. Performs periodic review case workloads and makes recommendations on client reassignments as needed.

• Coordinates and oversees any special projects as assigned by management

• Must react to change productively and handle other essential tasks as assigned.

• Adhere to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.

WHAT YOU’LL NEED TO SUCCEED:

• Competence required in Microsoft Office applications.

• Strong knowledge of network operations and acquirer and issuer responsibilities.

• Demonstrate strong people management and leadership skills.

• Strong organization, listening and problem-solving skills are critical.

• Advanced knowledge of Microsoft and Windows Operating System.

• Excellent time management skills, detail oriented, able to handle multiple tasks simultaneously and display good follow-up skills.

• Demonstrate a positive team attitude.

• Ability to effectively communicate and work across all areas of Co-op Solutions as well as vendors.

• Some overnight travel may be required.

• Must possess strong verbal and written communication skills.

REQUIRED EDUCATION and EXPERIENCE:

• High school diploma required or GED.

• Four years of supervisory experience in a financial institution or EFT and 4 to 5 years related experience with chargeback processing and/or equivalent combination of education and experience required.

• Competence required in Microsoft Office applications including Microsoft Access. 

• Experience in Chargeback operations.

For California, Colorado and New York Applicants: In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

$60,400.00 - $75,500.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.