Dispute Operations Supervisor

Dispute Operations Supervisor

Salary Range: $78,000.00 - $97,000.00 THIS REQUIRES A LOCAL CANDIDATE - HYBRID

SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce!

• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

Position Purpose

The Dispute Operations Supervisor will direct the Dispute Operations Team. Responsible for planning, organizing, and controlling the day-to-day operations involving credit, debit, CO-OP Shared Branching and ATM network fraud and dispute claims. Responsible for the creation and implementation of operational processes and procedures that support accuracy, efficiency, cost reduction, and SAFE's Core Values. Responsible for monitoring and tracking results, as well as identifying opportunities for continued improvement. Candidate must have direct knowledge in the following areas:

• Financial services industry.
• Card payment industry.
• Credit, Debit, Visa, CO-OP's Shared Branching, ATM network and other non-Visa networks.
• Federal and state regulations, Credit Union policies, and Visa rules.

Essential Functions and Basic Duties

Management / Leadership (50%)

• Review and approve or deny fraud and non-fraud dispute claims that are not within staff approval limits, ensuring SAFE is protected against false reporting, internal fraud, credit union loss, and within compliance of all card related policies, procedures, service level agreements, Visa rules, and state and federal regulations.
• Perform all functions, such as Dispute processing, ATM Dispute Processing and ACH Dispute processing within the Dispute Operations team in accordance with approved procedures.
• Assist with development and management of annual budget, goals, and business plan for card products.
• Manage the reconciliation of all general ledger accounts assigned to staff, as well as reconcile assigned general ledger accounts.
• Review and sign off on daily work and monthly general ledger reconciliations.
• Address complaints and resolve problems brought forward by team members, SAFE staff, and SAFE members.
• Monitor workload and distribute as needed amongst team members.

Process Optimization (20%)

• Work with stakeholders to enhance, change or correct processes and programs, as well as define parameters for ad hoc reports when needed. Designs and implements new processes and procedures related to rollouts of new Member Services related fraud and dispute processing. Sets standards for results related to accuracy, efficiency, and member service.
• Identify and correct issues or problems related to the dispute process on card products, Shared Branching, and ATMs as they arise.
• Research and respond to member escalation issues, in regard to process or procedure and make recommendations for improvement.

Audit and Compliance (10%)

• Assists manager in ensuring SAFE is following regulations pertaining to fraud and dispute claim chargebacks, processing, and settlement.
• Prepare, update, and ensure accuracy of card related procedures and department desk procedures, as well as Shared Branching policy changes. Works collaboratively with other stakeholders when updating handbook procedures.
• Ensure department audits are completed for various department activities and functions to ensure timely, accurate and complete processing of tasks, as well as ensure we are meeting compliance with regulations, policies, and procedures.
• Maintain the Business Continuity Plan and ensure the team is trained on the plan and perform annual testing as required.

Business Analysis / Intelligence (10%)

• Monitors the results of affected work duties to ensure expected results are met, making changes as necessary until optimal results are produced.

Project Lead (10%)

• Act as the subject matter expert for projects related to the department. Ensure all tasks assigned to the department are completed timely.
• Conduct testing on SAFE systems as well as third party systems as necessary or projects or system enhancements.
• Other duties as assigned.

Supervisory Responsibilities

• Interview new hire prospects and ensure newly hired employees are adequately trained to perform to expectations and set up with credentials and access rights to complete their expected job responsibilities.
• Write and conduct quarterly and annual performance evaluations, including setting short and long-term goals as well as defining any required training and development plans. Coach and counsel subordinates, give positive reinforcement, recognize, and reward staff when warranted. Perform disciplinary actions when applicable.
• Directs and monitors the daily operations for fraud and dispute processing on card products, Shared Branching, and ATMs. This includes settlement and adjustments.
• Coach, mentor, and train team members.
• Manage employee timesheets, including reviewing for accuracy, inputting exceptions, and approving for payroll while ensuring compliance with state-based policies.
• Coordinate staffing to ensure adequate coverage for workflow and assist SAFE retail staff with inquiries.
• Encourages and supports team member's goals and assists with career pathing and growth within the company.

Qualifications

• Knowledge of the financial services industry.
• Knowledge of card payment industry.
• Knowledge of Credit, Debit, Visa, CO-OP's Shared Branching, ATM network and other non-Visa networks.
• Knowledge of federal and state regulations, Credit Union policies, and Visa rules.
• Member service orientation.
• Time management and prioritization.
• Ability to read and interpret SAFE disclosures.
• Ability to read, interpret, and write routine reports, correspondence, and procedure manuals.
• Ability to speak effectively before groups of members, employees, and senior management.
• Ability to perform root cause analysis.
• Knowledge of financial institution risk assessment, risk mitigation, and internal control practices.
• Ability to multi-task, set priorities, and execute action plans to meet organization goals and deadlines.

Education and/or Experience

Education

• Undergraduate degree preferred and 1- 2 years of related leadership experience required.

Certifications

• Completion of all Visa Dispute Resolution courses- Dispute Resolution I & II
• Visa Dispute Resolution Certified; or obtained within 120 days of time in role.

Experience Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Skills/Abilities:

• Effective leadership, planning, interpersonal, influencing, and problem-solving skills.
• Must have demonstrated ability to motivate people and find common ground to achieve objectives.
• Excellent verbal and written communication skills, including ability to tailor communications based on audience.
• Ability to act quickly and triage in a crisis to make decisions and keep key stakeholders informed of the situation.
• Organize and execute work to goals and end dates; demonstrates a sense of urgency around problems