Assistant Manager, Dispute Resolution

About the role

This position is accountable for managing the card dispute process, ensuring chargebacks and all department processes are in compliance with policies, procedures, and regulations. The role serves as the Subject Matter Expert in chargebacks and card disputes, staying current with developments in the fraud and loss prevention field. Responsibilities include monitoring, analyzing, and making recommendations to mitigate card fraud and losses.

Supervisory Responsibilities

• Reports directly to the Manager of Fraud and Dispute Resolution.
• Manages daily operations and administration of the Card Resolution staff according to established procedures and timeframes.
• Provides detailed analysis of dispute case management.
• Ensures member experience is central when determining fraud mitigation strategies and interacting with members.
• Collaborates with other credit union departments and vendors to resolve issues quickly and proactively develops internal procedures.
• Reviews and recommends changes to card neural network strategies, including real-time P2P, Signature, and PIN transactions.
• Acts as the credit union subject matter expert on disputes and recommends responses and procedural changes to audit findings.
• Reviews, researches, and approves monthly invoices within approval limits.
• Ensures department monthly reports are prepared and submitted timely.
• Ensures appropriate chargeback rights are exercised and deadlines are met to minimize credit union liability, including Representments, Pre-Arbitration, and Arbitration.
• Conducts regular staff meetings to enhance teamwork, share information, improve productivity, and maintain security and operations.
• Ensures staff development through mentoring, training, observations, feedback, performance appraisals, and motivation.
• Makes recommendations for employee performance improvement plans and disciplinary action.
• Interviews potential new hires and/or promotes existing employees.
• Recommends and implements efficiencies and cost-saving ideas.
• Ensures correspondence is professional, accurate, and timely.
• Ensures applicable general ledger accounts are balanced monthly.
• Establishes positive employer-employee relationships and promotes high morale, trust, and integrity.
• Assists with growth of the credit union by implementing policies and procedures aligned with the credit union’s Mission, Vision, and Values.
• Plans, documents, and reviews disaster recovery strategies for critical processes in the Dispute Resolution area.

Education, Skills, & Abilities

• Two years in a supervisory/management position performing supervisory duties and card dispute/fraud-related functions is required.
• Strong working knowledge of dispute processing/resolution including chargeback processing and card network routing is required.
• Bachelor’s degree is preferred or 5 years of equivalent financial industry experience.
• In-depth knowledge of applicable laws and regulations related to Mastercard, Regulation E, Regulation CC, and Regulation Z.
• Strong knowledge of Mastercard processing including chargebacks and the arbitration process.
• Ability to follow posted work procedures, interact effectively with all levels of staff, and accept direction and constructive feedback.
• Strong organizational skills, attention to detail, and ability to handle multiple projects simultaneously.
• Strong written and verbal communication skills, problem-solving, and analytical skills.
• Good understanding and technical knowledge of electronic services.
• Ability to exercise discretion and independent decision-making within the scope of card dispute operations and practices.

Major Accountabilities

• Manages credit union card chargeback and dispute process; develops mitigation strategies to reduce loss exposure in multiple payment channels.
• Manages daily operation and administration activities of the card dispute area according to established procedures and timeframes.
• Ensures development of staff by providing mentoring, training, observations, feedback, performance appraisals, and motivation.
• Makes recommendations for employee performance improvement plans and disciplinary action.
• Analyzes payment data and stays abreast of industry trends, providing appropriate reporting to management.
• Provides key performance indicator reports.
• Excellent ability to communicate, both verbally and in writing.

Physical Requirements

• Ability to tolerate periods of continuous sitting.
• Ability to lift up to 10–15 lbs.

Environmental Conditions

• Work is primarily performed within a cubicle office setting.
• Subject to standard background noise found in an office environment.

Pay

$76,476.19 – $95,595.24 annually