Manager of Disputes

Public Service Credit Union•Lone Tree, CO

43d•$76,365 - $85,905

About The Position

We're passionate about transforming financial services. Our members, families, and the communities we call home motivate everything we do. As part of the credit union movement, we believe in providing our members with education, support, and guidance to build strong financial futures. At Canvas, we're dedicated to transforming financial services from the inside out. Our culture is a top priority and second to none. We strive to balance hard work and high achievement with a fun, supportive environment. People Leader responsible for leading all aspects of Card Dispute Servicing and Processing. They lead the Card Dispute team activity to meet and exceed goals for service, productivity, and quality of work while promoting member relationships that exceed expectations.

Requirements

Strong leadership skills; able to build and foster teamwork; coach, train and develop Canvas team members.
Thorough knowledge of Regulation CC, Regulation Z, Regulation E, EFTA and Card Network (Visa/Mastercard) Rules
Advanced knowledge and understanding of Canvas Credit Union financial products and services.
Excellent written and oral communications skills with the ability to explain programs and expectations to others.
Strong attention to detail with proven analytical, problem solving, and decision-making skills.
Efficient organizational and time management skills with ability to work independently and manage multiple priorities with tight deadlines.
Proficient in MS Office (Outlook, Excel, Word and PowerPoint).
Ability to maintain confidences.
Pre-employment background review (components include criminal, employment, address, social security number, motor vehicle record, sex offender, and global sanctions).
Bachelor's degree or equivalent combination of education and experience.
Minimum of five years of experience and/or training in a similar position at a financial institution, preferably in a credit union environment.

Nice To Haves

Prior supervisory/management experience desired.

Responsibilities

People Leader - Responsible for leading and managing all card dispute processing & servicing. Maintains advanced knowledge of organizational policies, procedures, and applicable state, federal, and Card Network laws and regulations concerning Card Disputes. Ensure all updates and changes are communicated, implemented, and followed by team members.
Create a positive work environment and ensure optimum staffing. Provide direction and leadership to Dispute team members with emphasis on delivering excellence in member service, teamwork and achieving team goals.
Evaluate, develop, motivate, train and coach the Canvas Disputes Team.
Manage the Card Dispute phone and processing queues to ensure the highest degree of service quality has been met.
Take appropriate action to resolve member issues promptly and coach team members to do the same.
Responsible for all management functions including recruiting, hiring, training, coaching, performance management, scheduling, cross-training, and succession planning etc.
Perform quality assurance via call monitoring to ensure that the highest degree of service quality has been met.
Conduct ongoing analysis of activities, workflow and operations with a specific strategy devised towards meeting goals and objectives.
Assist with escalated member calls.
Maintain accurate reporting, appropriate tracking, and measurement of department activity.
Work closely with other departments, creating a collaborative environment.
Responsible for reviewing and testing department procedures on an ongoing basis.
Develop an ongoing cross training program throughout the department.
Oversee and ensure required audits are satisfactorily completed.
Exhibit support for the organization's goals, values, initiatives, and cost control.
Embrace ongoing education and learn/apply those skills.
Follow all safety and security guidelines to properly safeguard member and organization assets.
Perform other duties as assigned.