The Manager, Disputes supports the organization and is responsible for providing the leadership, vision, and day-to-day direction for the enterprise’s centralized dispute handling and error resolution program. This includes oversight of critical back-office error resolution reconciliation and processing of all disputes and inquires related to electronic payments, loans, wires, and other processes related to the dispute handling/error resolution program to ensure we meet all regulatory and compliance requirements. This role is responsible for designing, analyzing, and implementing error resolution and dispute mitigation strategies, while ensuring an appropriate balance is achieved between dispute handling and member experience. As a manager, this role is also responsible for overall department management, including establishing goals, adhering to a financial budget, executing departmental objectives and strategic projects, hiring and developing of staff, and managing critical third-party vendor relationships.

• Oversees all Error Resolution and Centralized Dispute Handling Department functions. (50%)
  • Ensures the accurate capture, investigation, resolution, and tracking of daily electronic payment dispute processing, loan related disputes, credit union card disputes, credit union owned ATM disputes, electronic payment and loan research, electronic payment and loan audits, member statements errors, and oversight of other error resolution program processes.

  • Maintains knowledge of diverse types of payment systems and fraud mitigation techniques to minimize potentials losses.

  • Builds, directs, recommends, and implements strategies to drive growth and meet organizational needs; Works with the Director of Payment Operations to develop department objectives and project priorities.

  • Provides insights and develops strategies to expand capabilities, increase revenue, enhance the member experience, and reduce operational risks.

  • Acts as the subject matter expert and serves as the point of contact (PoC) for centralized dispute handling processes, business applications, and automated tools.

  • Maintains a strong compliance posture by monitoring process and procedures for regulatory compliance related to all forms of disputes.

  • Collaborates with both internal and external auditors to complete ongoing reviews of operational controls for the department; Monitors department activities through established monthly quality control checks.

  • Assesses areas of operational risk, identifies any potential gaps, and works with the Enterprise Risk Management team to mitigate or properly accept the risks in accordance with established risk tolerance targets.

  • Proposes new and implements changes to existing management practices, departmental policies, and operational procedures.

  • Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.
• Fosters a strong working partnership with various Line of Business leaders including, but not limited to, Accounting, Compliance, Consumer Lending, Fraud, Internal Audit, Marketing, Member Business Services, Retail Services, and Enterprise Risk Management. (10%)
• Develops staffing plans, operating budgets, business cases for approved initiatives, and key performance indicators (KPIs) used in managing the Centralized Dispute Handling team. (10%)
  • Provides for service-oriented, accurate and cost-effective operations.

  • Monitors progress and results and is accountable for executing business plans and achieving desired results.
• Hires, trains, actively coaches, and evaluates staff. (10%)
  • Ensures partners are motivated and knowledgeable in error resolution processes and procedures, associated regulations, and compliance rules.

  • Ensures direct reports can effectively perform essential job responsibilities and functions, work is processed accurately, and timely, and internal standards and compliance policies are met.

  • Schedules staff and assigns work to effectively manage daily operational needs.

  • Serves as a resource during projects, processing of transactions, escalated research situations, and reconciliation processing.
• Oversees critical vendor relationships related to area of responsibility. (10%)
  • Reviews and participates in the negotiation of vendor contracts.

  • Assures vendors comply with regulatory compliance where applicable.

  • Ensures vendors meet/exceed contracted service level agreements.

  • Coordinates with Vendor Management team to complete annual vendor reviews.
• Maintains current industry knowledge of critical regulations and key innovations. (10%)
  • NACHA Operating Rules and Guidelines

  • Regulation E (Electronic Funds Transfer Act)

  • Regulation Z (Truth in Lending Act)

  • Industry best practices to facilitate transformational changes within electronic payments and deliver innovative services for all credit union stakeholders.
  
  

• A bachelor’s degree is preferred; Candidates with seven (7) or more years of work experience with increasing levels of responsibility will be considered in lieu of degree.
• Five (5) years leadership or supervisory experience is desired; Preference will be given to candidates who have managed a team of ten (10) or more people.
• Three years (3) experience in a banking operations or customer service environment required.
• Three years (3) experience with regulatory compliance in financial services with experience in a compliance, dispute handling, and error resolution role preferred.
• Prior experience leading projects or being part of medium-to-large project teams desired.
• Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.
• Proven experience researching, developing, and implementing process improvements and optimizing operational workflows.
• Demonstrate ability to learn, apply and adhere to regulations, laws, policies, and management practices, especially as they pertain to disputes, inquiries, and adjustments.
• Possess the ability to build consensus, establish trust, communicate effectively, and foster culture change.
• Effective oral and written communication skills.
• Effective people management and leadership capabilities.
• Initiative and ingenuity to plan, develop and implement goals and objectives.
• Ability to manage multiple tasks at once.
• Ability to learn complex business applications and apply them to the operational processes.
• Demonstrated working knowledge with Microsoft Office products.