Team Lead – Chargeback Team

Overview

Are you EPIC? Do you have the ability to demonstrate, understand and apply HFD’s Core Purpose and Values in all that you do? At HFD our Core Purpose is to help the underserved live healthier. To accomplish this mission, our team must be aligned with our E.P.I.C. Values.

• Excellence:
  Always exceeding expectations!
• Passionate:
  Executing with boldness!
• Innovative:
  Pioneering a better way!
• Collaborative:
  Together we win!

Remote

Reporting to the Manager of Payment Operations, this position will help ensure the department meets all standards. While supporting team members through onboarding and after training, ensuring they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.

The Team Lead should remain analytical, supportive, and prepared to act as a resource to the Payment Operations Team and other departments. The Team Lead is responsible for ensuring their team can meet department metrics, assisting with department scheduling, and serving as an escalation point for complex issues. This role supports the team remote or onsite during regular business hours. Typically requires 7+ years of relevant experience.

• Provide effective leadership, coaching, and mentoring of staff to identify and implement opportunities for improvement in processes.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Lead team to maximize productivity, communicate issues, and implement ideas to improve processes.
• Establish a high standard for productivity and quality, and define user guidelines. Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards.
• Identify trends and escalate issues to manage timely risk, enhance the customer experience, and adherence to root cause policies and procedures.
• Assist with the creation of training material for new hires and development of department KPIs.
• Maintain the highest level of quality and collaboration with every interaction.
• Utilize programs including Microsoft Excel.
• Ensure that work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedure guidelines.
• Deliver digital content to customer systems and verify data integrity in delivery processes.
• Complete daily dashboards for assigned tasks and save in proprietary software system.
• Process and post auto ACH and credit card payments, reversals, and manual ACH payments.
• Upload all payment data to public file for record keeping.
• Assist the team with responding to customer payment disputes with payment processors.
• Process cancellations, write-offs, and adjustments in ledger (e.g., outstanding fees or negative liability owed to HFD; ledger adjustments).
• Verify posting accuracy in our proprietary software program, ELI.
• Meet weekly with direct reports for performance metrics review and professional development and report weekly to supervisor detailing accomplishments, areas for improvement, clear performance goals, maintenance of timecards, and effectiveness of systems.
• Perform other duties and responsibilities, as assigned.

• Provide effective leadership, coaching, and mentoring of staff to identify and implement opportunities for improvement in processes.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Lead team to maximize productivity, communicate issues, and implement ideas to improve processes.
• Establish a high standard for productivity and quality, as well as define user guidelines. Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards.
• Identify trends and escalate issues to manage timely risk, enhance the customer experience, and adherence to root cause policies and procedures.
• Assist with the creation of training material for new hires and development of department KPIs.
• Maintain the highest level of quality and collaboration with every interaction.
• Utilize programs including Microsoft Excel.
• Ensure that work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedure guidelines.
• Deliver digital content to customer systems and verify data integrity in delivery processes.
• Complete daily dashboards for assigned tasks and save in proprietary software system.
• Process and post auto ACH and credit card payments, reversals, and manual ACH payments.
• Upload all payment data to public file for record keeping.
• Assist the team with responding to Customer payment disputes with payment processors.
• Process cancellations, write-offs, and adjustments in ledger (e.g., outstanding fees or negative liability owed to HFD; ledger adjustments).
• Verify posting accuracy in our proprietary software program, ELI.
• Meet weekly with direct reports for performance metrics review and professional development and report weekly to supervisor detailing accomplishments, areas for improvement, clear…