Dispute Resolution Dept Supervisor - Vendor

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The Dispute Resolution Dept Supervisor plays a pivotal role in overseeing a team within the Disputes Call Center. This position requires a high level of strategic oversight, regulatory expertise, and operational leadership to manage complex customer interactions and ensure compliance with financial regulations.

Serves as an internal expert on problem resolution best practices, providing guidance and direction to appropriate functional areas and lines of business to improve the overall customer experience. Oversight for service levels for the department as well as monitoring trends in denials, first party fraud, reassertion.

Ensures compliance with Reg E, Reg Z, FCRA and other regulatory requirements in case capture, reassertion handling and coaches a team to be able to de‑escalate highly dissatisfied customers.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results.

Position not available for immigration sponsorship.

• Lead a specialized team handling high‑risk and sensitive dispute cases including debit, credit card, check, Zelle, ACH, HELOC, wire transfers, identity theft, and false applications.

• Maintains solid understanding of dispute resolution processes, to ensure appropriate intake of dispute for proper decisioning.

• Identify and communicate emerging fraud trends, ensuring timely escalation to key stakeholders to drive strategic action and process enhancements.

• Ensure full compliance with regulatory requirements including Reg E, Reg Z, and FCRA in all dispute handling procedures.

• Act as the escalation point for key stakeholders when explaining complex dispute cases, collaborating with senior management and compliance officers.

• Drive continuous improvement initiatives through data analysis, call reviews, and stakeholder feedback.

• Represent the department in regulatory examinations and cross‑functional project teams.

• Act as primary point of contact and relationship owner for the vendor. Oversee staffing models, capacity planning, and resource forecasting. Review, validate, and approve vendor invoices while maintaining COUPA sourcing requirements. Utilize the VNDLY platform to facilitate hiring, onboarding, and termination activities.

• Prepare and deliver performance readouts and KRI (Key Risk Indicator) reports to both onshore and offshore stakeholders. Monitor staffing and service levels, track performance trends, and ensure adherence to new or updated processes.

• Ensure completion of compliance training for all relevant team members. Grant and manage system access, including periodic access reviews.

• Serve as the subject matter expert (SME) for procedures and operational workflows. Provide coaching, guidance, and actionable recommendations to improve performance and quality. Answer day‑to‑day operational questions and support issue resolution. Support training, process adoption, and understanding across teams.

• Maintain consistent communication and conduct regular check‑ins with offshore leadership and staff. Foster alignment between onshore and offshore teams to ensure seamless delivery and performance.

• Support staff development by identifying performance trends and gaps that drive the need for refresher training, while leading performance feedback and succession planning efforts for assigned team.

• Coordinate and supervise day‑to‑day workflow to ensure service and production standards are consistently met.

• Prioritize work and delegate tasks to maintain optimal call flow and coverage.

• Oversee post‑classroom training for new hires and promote cross‑training to build team versatility.

• Conduct telephone quality monitoring and provide coaching based on performance and Voice of Customer feedback.

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