About the team + role

We are looking for an experienced Head of Disputes to oversee and manage the day to day operations of our dispute resolution process. The ideal candidate will have subject matter expertise on Reg Z and Reg E consumer disputes, and will be responsible for ensuring timely, compliant and effective resolution of all consumer disputes, while continuously improving operations, data quality and vendor relationships.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Dispute Management: Oversee and manage the end-to-end dispute process, including transaction disputes, chargebacks, and customer inbound/complaints for both banking products and credit cards
• Team Leadership: Lead a team of internal dispute operation SMEs
• Vendor Management: Manage BPO vendors as well as chargeback vendor, owning all aspects of quality, internal processes, special cases and error resolution
• Operational Efficiency: Optimize workflows and processes to improve the speed and accuracy of dispute resolutions. Identify opportunities for automation or process improvements
• Cross-functional Management: Work cross-functionally with product and engineering to deliver requirements and prioritization across the product, tooling, data and bugs
• Compliance & Risk Management: Ensure all dispute activities comply with Reg Z and Reg E. Manage risk by identifying trends and taking action to remediate them
• Reporting & Analytics: Generate regular reports on operational, financial and regulatory data. Use data insights to inform decisions, improve processes, and present updates to senior leadership
• Customer Experience: Work cross-functionally with customer service and support teams to resolve disputes in a way that maintains high levels of customer satisfaction while balancing the need for compliance and operational efficiency

What you bring

• Bachelor’s degree in Business, Finance, or a related field
• 5+ years of experience in dispute resolution, chargebacks, or banking operations, with at least 3 years in a managerial or supervisory role
• In-depth knowledge of credit card networks, Reg Z and Reg E, and operational best practices
• Familiarity with fraud prevention and detection systems
• Strong technical and analytical acumen
• Strong leadership skills with experience managing and developing a team
• Excellent problem-solving and communication skills
• Ability to work under pressure and meet tight deadlines
• Strong knowledge of customer service principles and conflict resolution strategies

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.