Manager of Disputes

Suncoast Credit Union•Tampa, FL

2d•Hybrid

About The Position

The Manager of Disputes will support the Disputes Department by overseeing resolution processes for debit cards, credit cards, credit bureaus, ATM/ITM, ACH, and error corrections. They will assist in setting goals, delegating tasks, and ensuring high-quality member service while fostering a collaborative team environment. This role will help ensure the department meets regulatory timeframes and standards. The Manager will stay informed on industry trends and assist in implementing necessary process changes. They will collaborate with other departments to collaborate on member requests as well as create process efficiencies and improvements. Additionally, they will help track and analyze productivity metrics to ensure timely task completion and regulatory compliance.

Requirements

A minimum of 5 years of experience in error, credit and/or dispute resolution for a financial institution
Supervisory experience desired
Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
Ability to analyze and resolve complex problems or situations
Ability to positively influence others regarding policies, practices, and procedures
Strong knowledge and understanding of credit union products, services, policies, and procedures
Strong knowledge and understanding of regulatory compliance
Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Responsibilities

Lead the Dispute Department that is responsible for dispute resolution for debit cards, credit bureau, ATM/ITM, ACH, as well as error corrections for shares and loans
Serve as a subject matter expert and work closely with the Supervisors of Disputes to oversee the functions of the team and ensure accurate and timely completion of tasks
Collaborate closely with the Supervisors of Disputes to oversee the functions of the team to ensure accurate and timely completion of tasks
Develop and communicate a clear vision for the department and ensure it aligns with overall organizational goals
Oversee and ensure consistent tracking of staff productivity
Assist with member or team member escalations
Utilize data to identify trends and areas for improvement and coach staff accordingly
Identify and address productivity gaps through process improvement initiatives to create efficiencies and increase morale
Collaborate with the Fraud Risk Management Team to investigate and analyze potential areas for risk and financial loss through fraudulent disputes
Utilize data to make strategic decisions on department processes and remediations
Prepare comprehensive reporting as it pertains to all Dispute team functions
Deliver data and forecasting to upper management monthly
Follow service standards, policies, and procedures set forth internally as well as externally with Regulation E, Regulation Z, Visa International, FCRA, and CFPB. Adhere to all applicable NACHA policies for ACH disputes
Oversee department compliance with regulatory requirements and completion of compliance training
Assist leadership with department budget development, monitoring, and maintenance
Oversee the balancing of appropriate general ledger accounts and review all settlements and invoices for accuracy
Analyze the root cause of escalation and implement effective solutions to prevent recurrence
Review and recommend new methods or procedures to make daily operations more efficient
Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
Set goals for assigned teams to achieve operational and strategic results
Provide guidance, mentoring, and development opportunities for directly reporting staff
Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
Assist with the development, monitoring, and maintenance of the annual budget
Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
Attend educational events to increase professional knowledge
Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs