Vice President, Disputes

CardWorks • Pittsburgh, PA

4d • Hybrid

About The Position

CardWorks is a consumer finance lender and servicer, and a people-centric, compliance-focused organization enabled by data and technology. At CardWorks, our mission is to provide customized and compliant servicing and asset management to our clients to produce their desired end-customer experience.

Ideally, the qualified candidate will work at the Orlando, FL or Pittsburgh, PA offices. A hybrid work model or fully remote model can be considered based on hiring manager decision and priorities of the role.

The VP, Disputes is responsible for leading and managing the end-to-end dispute resolution process for Fraud, Non-Fraud (Billing Disputes), and Client Accounting (Payment Disputes) for Merrick Bank and non-affiliate clients. This includes ensuring customer disputes are handled in a timely, accurate, and compliant manner while minimizing risk and exposure to clients. The role requires strong leadership skills, deep domain expertise, and a strategic approach to optimizing operational processes within the business. This position is also responsible for coordinating closure of all Audit, Compliance, and Regulatory issues. The VP, Disputes will collaborate cross-functionally with clients, Fraud Strategy teams, Learning & Development, and Change Management to drive efficiencies.

Requirements

• Bachelor’s degree in business, finance, or related field preferred.
• Minimum 10 (ten) years of experience in credit card disputes or related roles.
• Minimum 5 (five) years of leadership experience.
• In-depth knowledge of credit card processing systems, dispute management protocols, and relevant regulations.
• Strong knowledge of banking operations, financial transactions, and regulatory requirements.
• Strong customer-centric approach with a commitment to delivering high-quality service.
• Excellent analytical skills with the ability to identify trends, risks, and opportunities for process improvement.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization and with clients.
• Ability to inspire and motivate teams, foster collaboration, and drive results in a fast-paced environment.
• Ability to work within existing processes while understanding and defining where new, different, or abridged processes should be used.
• Proficiency in dispute management software and systems; experience with automation tools.
• Excellent problem-solving and decision-making abilities.
• Ability to be a persuasive leader who can serve as an effective member of the leadership team and communicate project management and business analysis concepts to a broad range of technical and non-technical employees.

Responsibilities

• Lead and develop a high-performing team responsible for handling all aspects of credit card disputes, including chargebacks, fraud, billing, and payment disputes.
• Define and implement the strategic direction for dispute resolution processes to improve operational efficiency, customer experience, and compliance with regulatory requirements.
• Ensure timely resolution of disputes, minimizing financial loss, fraud exposure, and customer dissatisfaction.
• Work with risk and fraud management teams to design proactive strategies to mitigate future disputes and fraud-related issues.
• Develop and implement strategies to improve the customer experience during the dispute process, ensuring customers are informed, supported, and satisfied.
• Responsible for adherence to departmental budget and overall FTE adherence.
• Collaborate with senior leadership to establish goals, objectives, and key performance indicators for the disputes team.
• Collaborate with internal stakeholders, including Compliance, Customer Service, Collections, and Operations teams, to address complex issues, mitigate risks, and enhance processes.
• Serve as a customer advocate within the organization, championing customer-centricity, addressing customer concerns, and driving initiatives to improve customer satisfaction and loyalty.
• Stay updated on regulatory requirements, industry standards, and best practices, ensuring adherence to legal and regulatory guidelines.
• Perform other duties as assigned.
• Responsible for developing, documenting, communicating, maintaining, and enforcing effective control system policies and procedures within your area of oversight.
• Responsible to act in a timely manner to update policies and procedures when changes in operating conditions occur and / or breakdowns or noncompliance with laws and regulations appear.
• Responsible for complying with all of the Bank’s internal control policies and procedures.
• Responsible for understanding and complying with all laws and regulations to which the Bank is subject.
• Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.

Benefits

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Medical, Dental, and Vision
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Executive