Supervisor, Dispute Operations

Velera

2d•$60,100 - $75,100

About The Position

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity: The Supervisor, Dispute Operations will supervise and coordinate the day-to-day operations of the fraud/non-fraud Chargeback Processing staff. Incumbent’s focus is on the team’s processing and resolution of Visa, Mastercard and other network disputes, while ensuring maximum productivity and service excellence is achieved and delivered to Velera credit unions and their members. Responsibilities also include coaching and mentoring staff, identifying training and development opportunities while administering department and company policies.

Requirements

Minimum four (4) years supervisory experience or relevant experience in the debit/credit card/financial services industry with extensive customer service background. (Resolution Center experience preferred).
Proven leadership skills, organizational skills, problem solving skills and executive presentation skills required.
Thorough knowledge of Visa/MasterCard Chargeback Rules, Regulation E & Z and 3rd party vendor systems required.
High School Diploma or GED required.

Nice To Haves

Associates Degree in a related field or equivalent combination of education and/or experience preferred.

Responsibilities

Supervises functional teams within the department, providing leadership to direct reports while ensuring client service and quality standards are met.
Supervises, evaluates performance and develops team of direct reports.
Regularly conducts individual staff and team meetings to keep direct reports informed on current processes as well updates to department procedures.
Monitors quality scores to ensure department standards are met and exceeded; provides feedback and coaching to staff regarding their quality and how they can maintain/improve their scores.
Oversees staff training needs and coordinate departmental training while maintaining critical timelines and departmental workflows.
Monitors inbound call queues, email queues and all other client/member-facing channels to ensure service levels are maintained.
Monitors daily workflow and acts as an escalation point for operational issues for staff; maintaining a working knowledge and understanding of Visa, MasterCard and other network Chargeback rules and requirements pertaining to case processing.
Respond to client/and or member escalations.
Provide timely resolution within department guidelines and policies.
Keeps abreast of external changes in the dispute processing environment; ensure internal staff is properly trained to comply with such changes.
Provides input on creation or modification of department policies and procedures as needed.
Maintain awareness of fraud/non fraud trends and keep upper management aware of any ongoing and potential issues.
Reviews Visa, Mastercard and other network notifications/mandates to support compliance with Chargeback processing requirements.
Assists in communicating updates to staff and/or credit unions clients.
Acts as Subject Matter Expert (SME) for changes/updates in processing platform systems and rules related to Chargeback processing.
Acts as escalation point between Platform processors for reporting and tracking of issues in corresponding systems/networks for issues related to Disputes and Chargebacks.
Coordinates and oversees any special projects as assigned by management.
Adhere to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements, and policies.
Perform all other duties as assigned.