Dispute Resolution Assistant Manager

Assists in managing the operations and staffing of the Dispute Department Specialists regarding Dispute Initiation, Resolution, Manual Chargebacks, 4200 Reporting, and other Visa-related assignments. Responsible for employee development, training, quality, and team motivation.

Responsibilities

• Coaches and trains Dispute Specialists regarding case initiation and resolution.
• Oversees quality process, delivers feedback to Dispute Specialist I, II, and III, and understands all aspects of the Dispute process.
• Educates external members and internal employees on dispute regulations, consumer rights, and dispute guidelines.
• Assists agents in resolving problem accounts/escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
• Monitors agents' calls and reviews key metrics daily, weekly, and monthly ensuring both quality standards and all policy and procedures are met.
• Assists in the budget and departmental planning sessions driving innovation/improvements across the department.
• Performs audits to ensure compliance with high external (regulations) and internal (procedures) requirements.
• Holds approval authority in making business decisions related to Dispute write-offs and moving cases forward to arbitration with Visa.
• Manages Dispute case load and works with Dispute Manager to fairly distribute work and provide training to employees.
• Responsible for dispute resolution and reviewing Visa Representments and arbitration cases.
• Analyzes merchant documentation and exercises discretion in resolving cases when the merchant refuses to issue a credit.
• Trains and provides guidance to Dispute Specialist I, II, and III; provides feedback as appropriate for coaching and development.
• Responsible for reporting practices including Disputes filed, Disputes Completed, and other various reports as deemed necessary by the Dispute Manager.
• Initiates dispute claims, gathers necessary information/documentation formally or informally through the Visa Chargeback process.
• Ensures communication is delivered in a timely manner to the member, and clear expectations are established to ensure member satisfaction.
• Provides superior customer service to both internal and external customers.
• Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E, and other regulations as required.
• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
• Performs other duties as assigned.

Requirements

• Three to five years of similar or related experience; extensive knowledge of credit union dispute policies and procedures preferred.
• Associate’s Degree or equivalent work experience preferred.
• Formal training/certification in Visa Regulations, Chargebacks, Representments, and Arbitrations.
• Microsoft Office Suite knowledge and the ability to learn applicable software to do the job.
• Must have the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of employees, members, or clients.
• General knowledge of credit union operations and organizational structure preferred.
• Good verbal and written communication skills.
• Great organizational skills and extremely detail-oriented.
• Ability to organize and prioritize tasks.
• Dependable behavior and initiative to look for ways to improve processes and workflow.
• Thorough knowledge of various networks' rules and regulations, such as the Co-op, Visa, and Credit Union policies and procedures.
• Ability to take feedback and implement goals to make improvements.
• Excellent verbal and written communication, problem-solving skills, and the ability to make decisions based on logical reasoning.
• Ability to work in a fast-paced and goal-oriented environment.

Managerial Responsibility

• Has managerial responsibilities that are assigned and overseen by a manager.
• Managerial responsibilities are direct or through work/team leaders or assistants.
• Estimates personnel needs and assigns work to meet these needs.
• Supervises, coordinates, coaches, and reviews the work of assigned staff.
• Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.

Schedule

Full Time; this is a hybrid schedule with some weekly in-office expectation, based on business need.

Location

Mountain America Center - Hybrid
9800 S Monroe St
Sandy, UT 84070

Physical Abilities / Working Conditions

Physical Demands

• Requires frequent standing, walking, sitting, using hands to handle or feel, reaching with hands and arms, talking, and hearing.
• Occasionally climbing, kneeling, or crawling.
• Vision Requirements: Close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), and color vision (ability to identify and distinguish colors).
• Frequently lifts up to 10 pounds, occasionally lifts up to 20 pounds, and rarely lifts up to 100 pounds.

Environmental

• No unusual environmental factors (typical office).
• Noise Environment: Moderate noise (business office with computers and printers, light traffic).