Supervisor of Disputes

Compensation: $50,000-$80,000 based on experience and credentials

Location Type: Hybrid

Position Type: Full Time 

Schedule: Monday thru Friday 8:30am-5:30pm

The Supervisor of Disputes oversees the operations of the Disputes department. The incumbent ensures the achievement of all regulatory timeframes on a daily basis while monitoring queues to ensure work is completed or reallocated as needed. Key responsibilities include overseeing and evaluating all dispute cases against the credit union.

• Supervise, oversee, and coach the Disputes staff members specializing in various disputes such as debit cards, credit bureau, ACH, ATM/ITM, and error corrections
• Review and maintain reports to ensure the department is updated on current and developing fraud and dispute trends
• Develop strategies and connect with other business units to update practices to reduce fraud
• Monitor queues and phone activity to compile staff productivity reports
• Ensure adequate staffing of communication channels to meet service levels
• Coach staff to ensure all duties are performed and completed in an accurate and efficient manner
• Forecast the need for adjustments to tasks on a proactive basis
• Ensure compliance with internal and external policies, procedures, and regulatory and risk requirements
• Monitor and implement procedural and system changes to ensure successful daily maintenance and achievement of regulatory timeframes
• Compile and analyze dispute data to proactively strategize
• Implement measures to stay within the desired time frame of dispute requests in all categories
• Train new and experienced staff on procedures and systems to maximize their potential
• Ensure that internal procedures and E-manual content are up to date
• Assist staff with inquiries from other departments and members to determine the best action for resolution
• Research and resolve complex requests to efficiently assist the Disputes Manager with staff and member escalations
• Reconcile fraud dispute settlement and suspense accounts/GL daily
• Collaborate with staff and accounting to ensure proper balancing and make necessary adjustments
• Maintain extensive knowledge of Visa rules, NYCE Network, and applicable state and federal regulations of the department’s duties
• Conduct weekly meetings with the team to ensure proper communication of new trends, tasks, accomplishments, updates, Culture Boost, organizational information etc

• A minimum of 3 years of dispute-related experience
• Strong leadership skills to monitor progress and motivate team members
• Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
• Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to analyze and resolve complex problems or situations
• Ability to positively influence others regarding policies, practices, and procedures
• Strong knowledge and understanding of credit union products, services, policies, and procedures
• Strong knowledge and understanding of regulatory compliance
• Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/