Manager, Dispute Operations

The Opportunity

We are seeking a talented Manager, Dispute Operations will lead and direct the daily operations and activities of the Chargeback processing teams as well as other related support services.

Responsibilities include managing team workflows with strict adherence to association and regulatory timeframes. 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 serve as point of escalation for critical service-related issues and will be responsible for communicating with senior management, internal teams and credit unions as needed.

Day In The Life

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

Provide direction in the development and implementation of department policies and procedures to ensure adherence to association rules and regulatory requirements.

Develop and maintain productivity and quality standards for all departmental functions. Ensure records are maintained by team leadership as needed for staff assessment and evaluations.

Develop department goals to support organizational and company strategies.

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

Manage departmental and procedural changes to ensure full compliance and minimize risk of loss.

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

Understand and analyze operational business plans.

Serve as escalation point for critical issue resolution. Research and respond to client or cardholder inquiries through appropriate channels.

Manage complex service issues with cardholders, financial institutions, internal teams and vendors as they relate to assigned areas.

Ensure team configurations are maximized while effectively employing the use of all available dispute processing systems and applications;

Provide efficient workflows for all assigned responsibilities.

Review all departmental processes to ensure optimal service delivery and production output. Modify procedures as needed to minimize risk.

Identify and recommend enhancement opportunities to promote improved operational efficiency. Recommend new / updated client-facing procedures as needed.

Ensure appropriate performance and production measures are developed and captured; Analyze

department statistics and various inventory reports for trends, issues and opportunities for improvement across functional areas.

Provide input and recommendations to senior leadership regarding improvement / efficiencies

Lead departmental project teams in client onboarding / offboarding activities.

Provide leadership and oversight of staff for the implementation of all new products or product enhancements impacting the Dispute Operations teams.

Partner with internal Vendor Management teams to ensure issues impacting clients are escalated and resolved as needed.

Monitor and maintain appropriate staffing levels to ensure processing timelines are met. Provide recommendations on staffing as needed based on volume forecasting.

Develop and maintain departmental disaster recovery / business continuity plans.

Ensure department budget is accurately forecasted and followed.

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.

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 Velera values : 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 exceptional 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.