Dispute Investigations Manager

NBKC BANK•Kansas City, MO

2d•Hybrid

About The Position

nbkc isn’t your average bank. We take your traditional financial institution and make it better. What we provide our customers is only as strong as the people behind the scenes who power it, and that’s where you come in. We foster a supportive, forward-thinking environment where you’ll collaborate with intelligent, diverse teammates and lead meaningful work you’ll be proud of. nbkc is deeply committed to diversity, equity, and inclusion, and we strive to build teams and a culture that reflect a wide range of backgrounds and perspectives. This position is @Flex, combining work from home and in-office collaboration.

Requirements

Bachelor’s degree is preferred, or an equivalent combination of education and relevant experience.
5+ years of experience in a banking or financial services environment with a strong focus on dispute resolution and payments investigations.
Demonstrated expertise in Regulation E, Regulation Z, NACHA rules, and card network (Visa/Mastercard) dispute requirements.
Previous experience leading, coaching, or mentoring team members in an operational environment.
Strong analytical skills with the ability to interpret data, identify trends and root causes, and recommend sound courses of action.
Proficiency with Microsoft Excel and experience using dispute or case management systems.
Ability to collaborate cross-functionally and communicate effectively with both technical and non-technical partners.

Nice To Haves

Experience supporting or managing disputes in a FinTech or sponsor-bank environment.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced setting.
Self-starter mindset with high attention to detail and accountability.

Responsibilities

Lead and manage the daily operations of the debit card and ACH dispute investigation team, including staffing, onboarding, training, coaching, performance management, and quality assurance.
Establish clear team expectations, workflows, and escalation paths to support timely and accurate dispute resolution.
Serve as an escalation point for complex disputes, exceptions, partner inquiries, and high-risk or sensitive cases.
Ensure dispute investigations comply with applicable regulations and network rules, including Regulation E, Regulation Z, NACHA, and Visa/Mastercard requirements—specifically error resolution timelines, provisional credit, and notice obligations.
Own and maintain dispute-related policies, procedures, training materials, and control documentation; review and update them as regulations, products, or partner models change.
Support audit and regulatory exam readiness by coordinating responses, providing documentation, addressing findings, and monitoring remediation efforts.
Promote fair treatment and consistency in decisioning to mitigate UDAAP and consumer harm risk.
Monitor dispute volumes, SLAs, productivity, quality results, and error trends; analyze data to identify root causes and recommend process or control improvements.
Evaluate operational efficiency and implement enhancements to tools, workflows, or staffing models as needed.
Oversee quality assurance activities, ensuring adherence to policy and regulatory standards.
Partner with Fraud, Compliance, Operations, and FinTech Relationship teams to maintain appropriate dispute and fraud controls.
Oversee and coordinate card fraud strategies and blocking rules in alignment with risk partners.
Provide leadership oversight of settlement, provisional credit posting, reconciliation, and accounting-related dispute activities.
Act as a primary point of contact for dispute-related inquiries and research requests from internal stakeholders and FinTech partners.
Communicate clearly and effectively with partners regarding dispute outcomes, timelines, and regulatory expectations.
Perform other duties and special projects as assigned.