Dispute Manager

Mountain America Credit Union•Sandy, UT

3d•Hybrid

About The Position

Leads the Visa Dispute Operations with a strategic vision to transform dispute resolution into a member-centric, data-driven function. Champions innovation, process optimization, and cross-functional collaboration to align the Dispute Team with the credit union’s mission, vision, and long-term strategic objectives. Drives initiatives that enhance member experience, mitigate risk, and maximize recoveries while positioning the team as a center of excellence in dispute management.

Requirements

Bachelor’s degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics or related field and 2 years professional experience in a progressive financial setting; or 5 years professional experience in a progressive financial setting.
3 years’ experience supervising teams.
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Strategic Thinking: Ability to translate vision into actionable plans that drive organizational impact.
Innovation Mindset: Skilled in identifying opportunities for automation, analytics, and process redesign.
Analytical Acumen: Strong capability in interpreting data, identifying trends, and making data-driven decisions.
Communication Skills: Ability to influence stakeholders at all levels through clear, compelling communication.
Demonstrated ability to recruit, engage and coach employee performance.
Experience in all related compliance regulations and applicable laws are required.
Ability to work both autonomously and collaboratively in a fast-paced environment.
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Must be able to and use hands to handle/feel occasionally
Ability to, sit, talk, and hear consistently
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
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.

Nice To Haves

Professional experience in a Dispute resolution setting preferred.
Proven track record of strategic thinking, cross-functional collaboration, and leveraging analytics or technology to enhance operational efficiency and member experience preferred.
Formal, current training in Visa Regulations, Chargebacks, Representments and Arbitration is preferred
Experience and knowledge of Visa Chargeback systems preferred.
Experience in Visa regulations and chargeback procedures.

Responsibilities

Strategic Leader: Develop and execute a forward-looking strategy for dispute operations that anticipates industry trends, regulatory changes, and evolving member needs.
People Developer: Coach the team and Assistant Manager toward strategic, high-accountability performance; build succession and bench strength; and align team goals with enterprise objectives, ensuring dispute operations contribute to fraud prevention, compliance, and member trust.
Change & Innovation Champion: Identify gaps and challenge the status quo by introducing innovative solutions that improve efficiency, accuracy, and member experience.
Cross-Functional Influencer: Partner with Fraud, Risk, Compliance, and Technology teams to integrate dispute operations into broader fraud prevention strategies.
Data-Driven Operator: Build and leverage KPIs and dashboards to improve win rates, recovery per case, cycle time, and compliance quality.
Serve as a subject matter expert on Visa dispute rules and network guidelines, influencing enterprise policies and risk mitigation efforts.
Lead initiatives to automate dispute processes, enhance data analytics, and adopt emerging technologies.
Regularly evaluate industry best practices and regulatory updates, positioning MACU as a leader in dispute resolution.
Comply with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Visa Rules, Regulation CC (funds availability), Regulation DD (TIS), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to the position.
Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; and align personal and team efforts with the mission and vision of the credit union.
Direct and manage the daily workflow, processes, and functions of the Dispute Team to effectively advocate for members involved in disputes and maximize recoveries through the dispute process.
Direct and manage compliance and quality evaluations on Dispute Team; apply appropriate decision-making to ensure quality service to members, productivity and accuracy; and appropriately recognize and reward Dispute Team performance.
Coach, train, and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members involved in disputes.
Mentor, train, and develop the Assistant Manager as a leader in organization.
Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper case/workflow management and write offs; and analyze trends in dispute process and resolution.
Monitor telephone and written communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement.
Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Dispute Team.
With Assistant Manager, conduct training and coaching on Visa Dispute Guidelines, network rules, processes, internal policies and procedures, and appropriate decision-making.
With Assistant Manager, ensure quality control metrics are being appropriately evaluated, and that regular coaching occurs.
Regularly evaluate Dispute Team performance and complete annual performance reviews.
Assist with processing chargebacks, and act as a direct point of contact for any questions or concerns regarding the dispute process, escalations, and/or possible dispute abuse.
Effectively communicate with direct supervisor on all matters related to own job responsibilities and Dispute Team operations.
Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to disputes.
Provide assistance and training to other business units to mitigate compliance risk, increase efficiency, and improve member experience in matters related to disputes, as appropriate.
Keep current on organizational and industry guidelines and changes, and communicate said changes, as appropriate.
Demonstrate proper stewardship in managing the Dispute Team budget, staffing levels, and other needs.
Performs all other duties as assigned