Dispute Services 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.

• 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.

• 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.

• 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.

• 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

• 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

• 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

• Office

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in‑office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote…