Dispute Services Process Lead

Position: Dispute Services Support Process Lead
#
** Description
* **
* Summary:

** The Dispute Services Support Process Lead is responsible for providing senior‑level operational support, regulatory oversight, and risk mitigation for dispute-related processes across debit card, credit card, and non‑card products. This role partners closely with Risk, Compliance, Audit, and Operations teams to ensure adherence to
** Regulation E and Regulation Z**, maintain effective controls, and support business continuity initiatives.

The position serves as a subject-matter expert, mentor, and process leader, contributing to continuous improvement, issue resolution, and regulatory readiness.
*
* Primary Responsibilities:

**** Regulatory Compliance & Risk Management
*** Review and manage daily compliance and control reports for debit card, credit card, and non‑card dispute products to ensure adherence to
** Regulation E and Regulation Z**.
* Design, create, and enhance new and existing control tests to mitigate compliance, operational, and regulatory risk.
* Identify, document, and remediate departmental findings in collaboration with Risk and Compliance partners, ensuring timely completion of action plans by established due dates.
* Provide data, reporting, and analysis to support control testing, audits, regulatory exams, and internal risk assessments.
** Operational Support & Leadership
*** Act as an escalation point for operational issues, assisting colleagues with complex dispute, system, or process-related challenges.
* Support ongoing process improvements by identifying operational gaps, control opportunities, and efficiency enhancements.
* Partner with cross‑functional teams to ensure consistent execution of dispute processes and controls.
** Access Management & System Support
*** Conduct and complete annual application access reviews for multiple departmental systems, ensuring alignment with access governance and audit requirements.
* Support testing and implementation efforts for dispute system enhancements and control updates as needed.
** Business Continuity & Preparedness
*** Serve as the department’s
** Business Continuity Planner**, maintaining and updating business continuity and disaster recovery plans.
* Coordinate and execute required annual business continuity exercises, documenting results and identifying improvement opportunities.
** You must be located near 5555 Cleveland Ave Columbus, Ohio or 295 Huntington Circle Akron, Ohio
***
* Basic Qualifications:

*** High School diploma
* Experience working knowledge of Regulation E and Regulation Z
* Experience with operational controls, compliance testing, risk management, or audit support.
* Experience with analyzing data, prepare reports, and respond to regulatory or audit requests
* 3 or more years of in Financial Services
* Experience with leading a team
*
* Preferred Qualifications:

*** Bachelors Degree
* Experience working with Default/Ad Hoc Reporting
* Minimum of 5+ years combined experience in Dispute Services or Deposit Services.
* Results focused with a continuous improvement mindset.
* Experience working with Collections Systems.
* Excellent written and oral communication skills.
* Problem solving and critical thinking skills are essential.
* Demonstrate the ability to work with minimal supervision and manage workload.
* Highly organized, self-starter with strong follow-through and ability to complete tasks independently.
* Proven ability to prioritize and simultaneously handle deadlines, ad hoc requests and regular deliverables.
* Process oriented with strong attention to detail.
* Proficiency with the Microsoft Office Suite.
* Effective organizational and time management skills with the ability to work under pressure and adhere to aggressive project deadlines.
* Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels, departments, and locations within the organization.
** Exempt Status: (Yes** = not eligible for overtime pay) (
** No** = eligible for overtime pay)
Yes
** Workplace Type:
** Office Our Approach to
** Office
* * Workplace Type Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of…