Supervisor, Dispute Operations

The Opportunity

We are seeking a talented Supervisor, Dispute Operations who will supervise and coordinate the day-to‑day operations of the fraud/non‑fraud Chargeback Processing staff. Incumbent’s focus is on the team’s processing and resolution of Visa, Mastercard and other network disputes, while ensuring maximum productivity and service excellence is achieved and delivered to Velera credit unions and their members. Responsibilities also include coaching and mentoring staff, identifying training and development opportunities while administering department and company policies.

• Supervises functional teams within the department, providing leadership to direct reports while ensuring client service and quality standards are met.
• Supervises, evaluates performance and develops team of direct reports.
• Regularly conducts individual staff and team meetings to keep direct reports informed on current processes as well updates to department procedures.
• Monitors quality scores to ensure department standards are met and exceeded; provides feedback and coaching to staff regarding their quality and how they can maintain/improve their scores.
• Oversees staff training needs and coordinate departmental training while maintaining critical timelines and departmental workflows.
• Monitors inbound call queues, email queues and all other client/member‑facing channels to ensure service levels are maintained.
• Monitors daily workflow and acts as an escalation point for operational issues for staff; maintaining a working knowledge and understanding of Visa, Master Card and other network Chargeback rules and requirements pertaining to case processing.
• Respond to client/and or member escalations. Provide timely resolution within department guidelines and policies.
• Keeps abreast of external changes in the dispute processing environment; ensure internal staff is properly trained to comply with such changes.
• Provides input on creation or modification of department policies and procedures as needed.
• Maintain awareness of fraud/non fraud trends and keep upper management aware of any ongoing and potential issues.
• Reviews Visa, Mastercard and other network notifications/mandates to support compliance with Chargeback processing requirements. Assists in communicating updates to staff and/or credit union clients.
• Acts as Subject Matter Expert (SME) for changes/updates in processing platform systems and rules related to Chargeback processing.
• Acts as escalation point between Platform processors for reporting and tracking of issues in corresponding systems/networks for issues related to Disputes and Chargebacks.
• Coordinates and oversees any special projects as assigned by management.
• Adhere to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements, and policies.
• Perform all other duties as assigned.

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures.
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement.
• Direct staff, to ensure that all duties are performed according to department performance standards.

• Minimum four (4) years supervisory experience or relevant experience in the debit/credit card/financial services industry with extensive customer service background.
• Leadership experience

• High School diploma, Associate’s Degree, or equivalent relevant experience preferred

• Proven leadership skills, organizational skills, problem solving skills and executive presentation skills required.
• Thorough knowledge of Visa/Master Card Chargeback Rules, Regulation E & Z and 3rd party vendor systems required.
• Demonstrate behaviors based on Velera values:
  Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion.
• Demonstrate strong people management and leadership skills.
• Ability to…