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Team Leader
Posted on 1/11/2023
Salt Lake City, UT, USA
Experience Level
Desired Skills
Customer Service
  • 2-3 years of Operational Leadership, with preferred dispute resolution experience
  • Detail-oriented with a strong analytical and problem-solving mindset
  • Knowledge of financial services regulations and compliance standards
  • Ability to develop and implement policies and procedures
  • Proficiency in Google and Microsoft Office applications
  • Excellent written and verbal communication skills
  • Living and demonstrating Varo values every day
  • Experience in financial services/call centers or other service industries is strongly preferred
  • Lead a team that investigates and resolves all dispute-related incidents in order to protect the bank's assets, operational integrity, and customer experience
  • Oversee fraud dispute intake process to ensure efficient and timely resolution
  • Manage staffing, scheduling, coaching, and development for a team of 10-20 dispute analysts
  • Staff focus will be on coaching and developing your team to do the “best work of their lives”
  • Manage against defined KPI/KRI metrics and reporting to ensure agents are trained and performing to defined expectations
  • Assist agents in developing career pathing, creating an IDP that is trackable, attainable, and realistic against skills
  • Provide exceptional customer service for Varo's customers across our different financial products
  • Ensure team compliance with regulatory requirements
  • Ensure agents receive timely quality assurance evaluations and review any appeals related to the agents quality scores
  • Manage the day-to-day operations of the dispute team ensuring timekeeping, employee evaluations, and performances metrics are maintained

501-1,000 employees

Online banking