Overview:
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
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.
Responsibilities:
- Supervise, oversee, and coach the Disputes staff members specializing in various disputes such as debit cards, credit bureau, ACH, ATM/ITM, and error corrections
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Review and maintain reports to ensure the department is updated on current and developing fraud and dispute trends
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Develop strategies and connect with other business units to update practices to reduce fraud
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Monitor queues and phone activity to compile staff productivity reports
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Ensure adequate staffing of communication channels to meet service levels
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Coach staff to ensure all duties are performed and completed in an accurate and efficient manner
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Forecast the need for adjustments to tasks on a proactive basis
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Ensure compliance with internal and external policies, procedures, and regulatory and risk requirements
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Monitor and implement procedural and system changes to ensure successful daily maintenance and achievement of regulatory timeframes
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Compile and analyze dispute data to proactively strategize
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Implement measures to stay within the desired time frame of dispute requests in all categories
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Train new and experienced staff on procedures and systems to maximize their potential
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Ensure that internal procedures and E-manual content are up to date
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Assist staff with inquiries from other departments and members to determine the best action for resolution
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Research and resolve complex requests to efficiently assist the Disputes Manager with staff and member escalations
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Reconcile fraud dispute settlement and suspense accounts/GL daily
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Collaborate with staff and accounting to ensure proper balancing and make necessary adjustments
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Maintain extensive knowledge of Visa rules, NYCE Network, and applicable state and federal regulations of the department’s duties
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Conduct weekly meetings with the team to ensure proper communication of new trends, tasks, accomplishments, updates, Culture Boost, organizational information etc.
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Sets day-to-day operational objectives for team. Assigns work and delegates responsibilities to staff and monitors progress to ensure department goals are met and high-quality member service is maintained. Cultivates strong working relationships and builds trust among team members.
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Responsible for other personnel activities of staff as assigned, such as hiring, training, performance appraisals, scheduling, and disciplinary matters.
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Attends job-specific training classes as requested by manager. Completes annual BSA/AML Compliance Training and understands employee’s role in maintaining an effective BSA/AML compliance program and completes FACT Act Red Flag training.
Qualifications:
- 3 or more years of dispute-related experience
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Strong leadership skills to monitor progress and motivate team membersGood organization, prioritization, analytical, and problem solving skills in order to effectively supervise area of responsibility and attain goals set.
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Able to resolve difficult problems and situations.
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Good knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.
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Good knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
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Good knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
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Good verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to communicate policies, practices, and procedures for clarity and understanding by direct reports and other stakeholders.
Benefits
- Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
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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
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Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
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Community Involvement: Paid Volunteer Hours
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Growth: Degree Assistance up to $5,000 per year
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Flexibility: Remote, Hybrid, and Onsite Schedules
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Security: Pet Insurance, Free Identity Theft Protection, Legal Assistance
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. Chartered in 1934, Suncoast has never furloughed any employees.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/