Dispute Resolution Team Lead

United Community Bank•Greenville, SC

2d•$49,972 - $76,958•Onsite

About The Position

The Dispute Resolution Team Lead leads and supports a team of dispute agents reviewing, researching, and resolving customer transaction disputes in accordance with regulatory requirements and internal procedures. The role oversees debit card (POS), ACH, check, and other transaction disputes, with responsibility for accuracy, timeliness, customer service, performance, quality, and compliance. This is a working leadership role that maintains an individual production workload while overseeing team operations and escalations. The Team Lead coaches and develops specialists, supports onboarding and continuous training, distributes workloads, manages complex or high-risk escalations, and oversees reconciliation reporting. The role promotes clear, empathetic customer communication and timely customer updates throughout the dispute lifecycle. The position collaborates with fraud, legal, compliance, audit, corporate security, and operational teams; reports dispute volumes, losses, recoveries, aging, and performance; and maintains readiness for audits and reviews. It also participates in required compliance training and performs other duties as assigned. The role manages employees and is responsible for their coaching, development, and performance management. It operates in a professional office environment, requires schedule flexibility for evenings and weekends as needed, and involves up to 15% travel.

Requirements

Minimum of 5 years of work experience in fraud investigation and/or a financial institution.
Associate or bachelor's degree preferred; an equivalent combination of education and relevant financial-crimes experience may be considered in lieu of a degree.
Demonstrated leadership and people-management capabilities.
Strong analytical abilities, including identifying trends and patterns quickly and accurately.
High attention to detail and strong organizational abilities.
Excellent communication skills.
Proficiency with investigative tools, technologies, and related software.
Strong customer-service orientation, empathy, and professionalism when supporting customers affected by fraud.
Ability to make sound judgments in moderately complex situations and provide well-supported recommendations.
Knowledge of BSA/AML/OFAC regulations and adherence to applicable requirements.
Knowledge of Regulation E and NACHA rules and consistent compliance with both.
Understanding of Regulation CC and UCC return timeframes.
Understanding of card-network rules and regulations.
Must pass a criminal background and credit check.
Ability to work evenings and weekends as needed.
Ability to travel up to 15%.

Nice To Haves

Prior leadership, coaching, or team lead experience.
Call center experience.
In-depth knowledge of the Core platform and related internal banking systems, including Director, Wires, ACH, Online Banking, Debit Cards, Research/Returns, and File Maintenance.
Experience with fraud and security platforms, including Verafin, MasterCard Connect, and Fiserv Client Central.
Familiarity with Service Now.

Responsibilities

Lead, mentor, coach, and develop Dispute Resolution Specialists, including providing performance feedback and targeted training.
Maintain an individual production workload while overseeing workload distribution, productivity, resolution quality, and compliance.
Support onboarding and continuous development in dispute lifecycle management, documentation, timelines, investigation tools, and customer communication.
Serve as the primary escalation point for complex or high-risk disputes and provide timely, accurate decisions and guidance.
Oversee reconciliation reporting, ensuring discrepancies are investigated, resolved, and escalated as needed.
Promote clear, professional, empathetic customer communication and timely customer updates throughout the dispute lifecycle.
Provide real-time support for challenging customer interactions and coach agents on sensitive or complex dispute scenarios.
Escalate significant or high-risk disputes, large-dollar losses, emerging transaction trends, and other material issues to leadership.
Partner with the Fraud Operations Manager, other Team Leads, and cross-functional departments to improve workflows and resolve disputes.
Collaborate with Legal, Compliance, Corporate Security, and Audit on case reviews, regulatory inquiries, and legal or law enforcement requests as needed.
Prepare and deliver reports on dispute volumes, loss trends, recovery activity, aging, and team performance metrics.
Monitor and enforce compliance with Regulation E, card network rules, internal policies, and dispute resolution timelines.
Maintain accurate documentation, consistent processes, and internal controls to support audits and reviews.
Participate in required compliance and other training and ensure the team completes required training programs.
Support team initiatives and assist peers during high-volume periods.
Perform other duties and responsibilities as assigned.