Business Operations Supervisor Frisco, TX Hybrid

NCR Atleos•Frisco, TX

22h•Hybrid

About The Position

About NCR Atleos NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list. Business Operations Supervisor Location: Frisco, TX Hybrid Work Schedule Oversee the entire Dispute function and ensure processes/emails are han dled timely and efficiently by the employees under their supervision to avoid financial losses to the Company and/or our clients on the US, and/or Canada. Provide training, support, mentoring, performance evaluation and follow-up for their team members. Prepare and communicate annual performance evaluations in compliance with all current company policies. Research and process pre-arbitrations and pre-compliance cases within net- work timeframes. Research and handle complex dispute types such as Arbitration and Compliance Cases. Review Chip Liability Shift Chargebacks (EMV) in accordance with network requirements, including reviewing Card Holder letters and validating SAFE or other Fraud reporting; before accepting liability or processing a representment on behalf of our clients. Review and handle incoming chargebacks and outgoing re-presentments on Dynamic Currency Exchange exceptions. Provide training and support to Financial Institutions and Credit Unions on chargeback rules. Provide training and support for Account Managers so they can properly re- spond to their clients. Keep up to date on industry information, system changes, network rules and compliance issues. Respond to requests and maintain open communications between team, ac- count managers and external customers. Drive change from a team member perspective with regard to the implementa- tion of automated systems and the streamlining of existing processes. Assist Manager-Settlement Disputes, as required, with all processes and projects related to Disputes. Attend meetings as assigned to support internal and external business part- ners. Assist with projects that are assigned throughout review period. Perform other tasks within the department assigned during review period. Supervise processes for, and assist with, the following activities: o Print out and review daily incoming documentation in response to charge back notifications o Review incoming journals and validate if the documentation supports fil- ing a re-presentment with the networks o Review transaction to determine the appropriate network routing of the transaction and then ensure network re-presentment rules are met before submitting to the network for credit. o Perform any necessary research and look up specific transaction details that need to be included with the re-presentment case o Process re-presentments daily and within network timeframes o Process Debit and Credit Adjustments to Cardholders as requested by terminal owners due to terminal out of balances, reversals, and to resolve daily match and kill Settlement variances. o Process Chargebacks and Good Faith disputes for Issuing Banks to resolve cardholder disputes o Communicate, provide updates, and work directly with Issuing Banks on Chargeback initiation, while also reviewing and ensuring documentation received is valid in order to win cases on behalf of the Banks. o Scan all documentation and archive in Chargeback folder daily to ensure the data and documentation is available for internal use o Answer and resolve calls/emails from Issuing Banks, ISO/Merchants, Networks, and internal/external clients. Offers of employment are conditional upon passage of screening criteria applicable to the job.

Responsibilities

Oversee the entire Dispute function and ensure processes/emails are han dled timely and efficiently by the employees under their supervision to avoid financial losses to the Company and/or our clients on the US, and/or Canada.
Provide training, support, mentoring, performance evaluation and follow-up for their team members.
Prepare and communicate annual performance evaluations in compliance with all current company policies.
Research and process pre-arbitrations and pre-compliance cases within net- work timeframes.
Research and handle complex dispute types such as Arbitration and Compliance Cases.
Review Chip Liability Shift Chargebacks (EMV) in accordance with network requirements, including reviewing Card Holder letters and validating SAFE or other Fraud reporting; before accepting liability or processing a representment on behalf of our clients.
Review and handle incoming chargebacks and outgoing re-presentments on Dynamic Currency Exchange exceptions.
Provide training and support to Financial Institutions and Credit Unions on chargeback rules.
Provide training and support for Account Managers so they can properly re- spond to their clients.
Keep up to date on industry information, system changes, network rules and compliance issues.
Respond to requests and maintain open communications between team, ac- count managers and external customers.
Drive change from a team member perspective with regard to the implementa- tion of automated systems and the streamlining of existing processes.
Assist Manager-Settlement Disputes, as required, with all processes and projects related to Disputes.
Attend meetings as assigned to support internal and external business part- ners.
Assist with projects that are assigned throughout review period.
Perform other tasks within the department assigned during review period.
Supervise processes for, and assist with
Print out and review daily incoming documentation in response to charge back notifications
Review incoming journals and validate if the documentation supports fil- ing a re-presentment with the networks
Review transaction to determine the appropriate network routing of the transaction and then ensure network re-presentment rules are met before submitting to the network for credit.
Perform any necessary research and look up specific transaction details that need to be included with the re-presentment case
Process re-presentments daily and within network timeframes
Process Debit and Credit Adjustments to Cardholders as requested by terminal owners due to terminal out of balances, reversals, and to resolve daily match and kill Settlement variances.
Process Chargebacks and Good Faith disputes for Issuing Banks to resolve cardholder disputes
Communicate, provide updates, and work directly with Issuing Banks on Chargeback initiation, while also reviewing and ensuring documentation received is valid in order to win cases on behalf of the Banks.
Scan all documentation and archive in Chargeback folder daily to ensure the data and documentation is available for internal use
Answer and resolve calls/emails from Issuing Banks, ISO/Merchants, Networks, and internal/external clients.