Manager, Quality Control Disputes Operations

The Opportunity

We are seeking a talented Manager, Quality Control Disputes Operations. This position leads a team of Chargeback Quality Control Analysts who are responsible for all aspects of quality for the Dispute Operations departments within Velera.

Incumbent will provide assistance to Dispute Operations department leadership in meeting their organization goals for quality and productivity through enablement of an efficient, cost-effective Dispute Operations quality program that drives service quality improvement, reduces risks, increases productivity, and establishes measurement criteria for consistency in execution of processes across the staff.

Incumbent will provide guidance and direction to Dispute Operations departments, enabling the success of their goals and objectives.

Incumbent will also assist in establishment of Dispute Operations department service strategy and direction, while ensuring the overall quality of services for the staff is meeting or exceeding expectations set by Velera.

Responsibilities include building team quality processes / procedures / tools / reporting incorporating strict adherence to policy and procedures, regulatory guidelines, and Network rules.

Incumbent will provide leadership and oversight to staff while ensuring compliance to department and company policies in order to minimize operational risk and maintain high quality standards.

Will be responsible for communicating with senior management, internal / offshore teams, and credit unions / financial institutions as needed.

The incumbent manages and maintains the periodic reporting and statistics, provides detail and summary results along with sound improvement recommendations to the Dispute Operations Managers / Supervisors including Training and Development, as well as prepares communications conveyed to Chargeback Team employees.

Day In The Life

Provide leadership and direction to department staff while ensuring service and quality levels reinforce the Velera brand.

Work with Dispute Operations leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team;

facilitate ongoing process improvements including mitigation methods. Provide input and recommendations to senior leadership regarding improvement / efficiencies.

Create and analyze pertinent production related statistical data, making recommendations for improvement; respond to requests for analysis regarding quality scores;

actively participate in operational discussions and provide analysis and insight.

Review trends and provide analysis for production and process improvements to ensure quality standards are consistently achieved.

Ensure Quality Control calibration / collaboration session schedules are adhered to and periodically review trends with recommendations / solutions are appropriate and effective.

Assist in the production and distribution of tools / reports on quality of service and measurements of performance as directed by VP Dispute Operational Excellence

Must stay abreast of Visa, Mastercard and other network mandates / rules changes as they relate to Chargeback and Dispute processing.

Implement / Update Quality Control templates and / or reporting as needed to ensure full compliance and minimize risk of loss.

Design / Manage / Maintain Quality Control processes / procedures, tools, reporting and database(s).

Build and maintain strategic working relationships with Industry, Dispute Operations, vendor partners and key internal and offshore stakeholders to enhance overall management of areas of responsibility.

Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary;

track and document employee performance, and provide feedback on daily work, service levels, and applicable performance metrics.

Manage process documentation and communication both within the team and with the appropriate stakeholders.

Communicate company strategies, client initiatives, system enhancements, performance and other key information to team; conduct team meetings on a regular basis.

Participate in evaluation and implementation of new products and services as requested by VP Dispute Operational Excellence.

Assist department members as needed to minimize errors that might result in monetary loss to Velera.

Perform all other duties as assigned.

Supervisory Responsibility

Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

Direct staff, to ensure that all duties are performed according to department performance standards

Experience

Minimum five (5) years management experience or relevant experience in the debit / credit card / financial services industry with extensive customer service background.

Proven leadership skills, organizational skills, problem solving skills and executive presentation skills required. Thorough knowledge of Visa / MasterCard Chargeback Rules, Regulation E & Z and 3rd party vendor systems required.

Minimum two (2) years of quality experience in a complex dispute operations environment required. Previous experience using quality monitoring processes / tools required.

Proven knowledge of 3rd party vendor processing system to include on line screens, monetary and non-monetary transactions, dispute cycles including Representments, Arbitration and Compliance, Product Control File and other system parameters, and the system's more advanced function and features, preferred.

Education

Bachelor’s Degree in related field; preferably in Business Administration or equivalent combination of education and experience required.

Skills

Demonstrate behaviors based on Valera : Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion.

Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids.

Ability to manage multiple projects, work in fast-paced environment, and meet deadlines.

Demonstrated excellent analytical and quantitative skills.

Ability to exercise discretion and good judgment in making decisions.

Proficiency in word processing and spreadsheet computer software applications.

Minimal travel may be required.

Ability to maintain confidentiality of materials handled.

Ability to be flexible and work under high pressure in a complex environment.

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 :

$82,700.00 - $105,400.00

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.