Manager, Disputes

Location: Nationwide

Industry: Finance & Investment

Company: World's Largest Retail Electronic Payments Network View company name

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Job Description

COMPANY INFO

Our company operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. The company facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.

We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. The company's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.

JOB DESCRIPTION

* Lead a team of 8-10 dispute analysts. Each analyst is responsible for all aspects of the cardholder transaction dispute cycle including chargebacks, representments, pre-arbitration and pre-compliance, arbitration, compliance, adjustments, PPCS submissions, and fraud reporting
* Develop, coach, and mentor employees to maximize employee performance. Complete employee performance plans and monthly evaluations.
* Monitor department goals and expectations to ensure both service levels and budgetary targets are achieved
* Encourage and reward employee ownership of the development and adoption of new processes
* Build and maintain relationships with product, Implementations, Account Management and Sales groups
* Manage multiple projects and ensure accurate, on-time execution
* Represent the dispute processing team during onsite client visits, sales calls, and product reviews
* Identify and implement departmental process improvements through analysis of support trends by product and client
* Responsible for supporting business releases, upgrades, and installs. Participate on project team to provide testing support, system monitoring, and trending analysis.

QUALIFICATIONS

· Bachelor's degree or equivalent experience
· Comprehensive knowledge of dispute resolution management including trends, tools, and loss mitigation strategies
· Expert level understanding of the payment processing industry including high-level business drivers
· Ability to manage and lead independently with little supervision of daily activities
· Able to select, develop, support, and retain a diverse and high performing staff
· Makes sound business decisions in a fast-paced, dynamic environment
· Able to formulate short-term business plans and the ability to change both as the industry or environment changes
· Builds productive relationships across department and functional boundaries
· Clearly expresses ideas using sound data through the highly proficient use of desktop tools including MS Word, Excel, and PowerPoint
· A proven track record for making sound business decisions, setting direction, and managing both short and long-term goals in a multi-team environment
· Highly proficient in performing causal analysis to identify changes to improve processing performance and/or profitability