Fraud Disputes and Recovery Manager

Mountain America Credit Union•Sandy, UT

12d•Hybrid

About The Position

Manages the Visa dispute operations of the credit union by coaching, mentoring and training the Dispute Team to high levels of efficiency and performance. Aligns team with the core values and strategic objectives of the credit union.

Requirements

5 years professional experience in a progressive financial setting.
OR 2 years professional experience in a progressive financial setting and a Bachelor’s degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics or related field
3 years’ experience supervising teams.
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.
Demonstrated ability to recruit, engage and coach employee performance.
Experience in Visa regulations and chargeback procedures.
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
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
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.
Formal, current training in Visa Regulations, Chargebacks, Representments and Arbitration is preferred
Experience and knowledge of Visa Chargeback systems preferred.

Responsibilities

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.
Comply with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, 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.
Performs all other duties as assigned