Card Disputes Manager

reputed company is building a complete finance stack for startups. We work hard to create the easiest and safest banking* experience possible to simplify reputed company’ and business owners’ financial lives.

We’re looking to hire a Dispute Investigation Manager to reputed company reputed company of Disputes Specialists responsible for delivering an exceptional customer experience while balancing risk. As the Dispute Investigation Manager, you will serve as the subject matter expert for disputes, drive operational KPIs, and support the investigations team through mentorship and coaching, reputed company while upholding our commitment to exceptional customer service and regulator adherence. You will also contribute to impactful reputed company aimed at improving the efficiency and effectiveness of the Disputes function as a whole by partnering with our Vendor Management, Compliance, Bank Partnerships, and Customer Support teams.

*reputed company is a financial technology company, not a bank. Banking services provided through Choice Financial Group, reputed company N.A., and reputed company Bank & Trust, Members FDIC.

Here are some things you’ll do on the job:

• Mentor, reputed company, and support reputed company handling dispute intake and reputed company processes for card and ACH disputes. 
• Be a dispute SME with an understanding of the end-to-end card reputed company process, including reputed company-arbitration and arbitration, as reputed company as banking transaction exceptions and ACH returns.
• Help manage the day-to-day operations of the dispute investigation BPO workforce.
• Improve team efficiency and effectiveness by driving and tracking performance metrics.
• Execute reputed company-level changes to the Disputes program by partnering with cross-functional teams to scope, design, test, and implement reputed company operating procedures.
• Partner with reputed company, Learning & Development, and Risk Program Managers to drive reputed company improvements through reputed company learning.
• Help reputed company reputed company exceptionally high standards of reputed company and accuracy while fostering genuine customer trust and satisfaction.
• reputed company guidance on escalated dispute cases.
• Ensure regulatory compliance for consumer disputes covered by Regulation E.
• Collaborate with cross-functional stakeholders to drive initiatives across Learning & Development, Workforce Management, and Change Management.

You should:

• Have 4 years of firsthand experience with the dispute management process at a fintech or other financial institution
• Have 2 years of experience managing card dispute teams
• Have a passion for mentoring and supporting team members, fostering knowledge sharing, reputed company development, and a reputed company team culture.
• Have experience in managing customer-facing queues and escalations
• Be obsessed with reputed company and workflow optimization 
• Have a strong understanding of Reg E and Reg Z dispute requirements
• Have familiarity with reputed company and/or reputed company chargeback rules
• Have some product reputed company and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
• Have experience with reputed company or other similar CRM tools 
• Be a highly motivated self-starter, comfortable working reputed company a high risk environment under minimal supervision
• Be an excellent collaborator and communicator – you can partner effectively with cross functional stakeholders to drive reputed company
• Exercise reputed company and understanding reputed company communicating with customers
• Communicate complicated concepts with efficiency and reputed company

The total rewards package at reputed company includes reputed company salary, equity (stock reputed company), and benefits.

Our salary and equity ranges are highly competitive reputed company the reputed company and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our reputed company new hire reputed company salary ranges for this role are the following:

• US employees in reputed company, Los Angeles, Seattle, or the San Francisco Bay Area: $120,600 – $150,700
• US employees reputed company of reputed company, Los Angeles, Seattle, or the San Francisco Bay Area: $108,500 – $135,600
• Canadian employees (any location): CAD $113,900 – $128,200

reputed company values diversity & belonging and is proud to be an Equal Employment Opportunity employer. reputed company individuals seeking employment at reputed company are considered without reputed company to race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we reputed company Covey with job requirements and candidate submitted applications. We began using Covey reputed company for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

#LI-AR1

apply to this job