Supervisor of Disputes

Suncoast Credit Union•Tampa, FL

3d•Hybrid

About The Position

The Supervisor of Disputes oversees the operations of the Disputes department. The incumbent ensures the achievement of all regulatory timeframes on a daily basis while monitoring queues to ensure work is completed or reallocated as needed. Key responsibilities include overseeing and evaluating all dispute cases against the credit union.

Requirements

A minimum of 3 years of dispute-related experience
Strong leadership skills to monitor progress and motivate team members
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

Supervise, oversee, and coach the Disputes staff members specializing in various disputes such as debit cards, credit bureau, ACH, ATM/ITM, and error corrections
Review and maintain reports to ensure the department is updated on current and developing fraud and dispute trends
Develop strategies and connect with other business units to update practices to reduce fraud
Monitor queues and phone activity to compile staff productivity reports
Ensure adequate staffing of communication channels to meet service levels
Coach staff to ensure all duties are performed and completed in an accurate and efficient manner
Forecast the need for adjustments to tasks on a proactive basis
Ensure compliance with internal and external policies, procedures, and regulatory and risk requirements
Monitor and implement procedural and system changes to ensure successful daily maintenance and achievement of regulatory timeframes
Compile and analyze dispute data to proactively strategize
Implement measures to stay within the desired time frame of dispute requests in all categories
Train new and experienced staff on procedures and systems to maximize their potential
Ensure that internal procedures and E-manual content are up to date
Assist staff with inquiries from other departments and members to determine the best action for resolution
Research and resolve complex requests to efficiently assist the Disputes Manager with staff and member escalations
Reconcile fraud dispute settlement and suspense accounts/GL daily
Collaborate with staff and accounting to ensure proper balancing and make necessary adjustments
Maintain extensive knowledge of Visa rules, NYCE Network, and applicable state and federal regulations of the department’s duties
Conduct weekly meetings with the team to ensure proper communication of new trends, tasks, accomplishments, updates, Culture Boost, organizational information etc