Dispute Services Process Lead

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 or working knowledge of Regulation E and Regulation Z.
• Experience with operational controls, compliance testing, risk management or audit support.
• Experience with analyzing data, preparing reports and responding to regulatory or audit requests.
• 3 or more years of experience in Financial Services.
• Experience leading a team.

• Bachelor’s 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 organization and time‑management skills to work under pressure and meet aggressive project deadlines.
• Excellent interpersonal skills to establish working relationships with individuals at varying levels, departments and locations within the organization.

Yes (not eligible for overtime pay).

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 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 roles will also have the opportunity to come together in our offices for…