VP Dispute Operations – Payments Processing

Our Silicon Valley based client, a leading global FinTech firm providing digital banking payments processing technology and infrastructure is looking for a VP Dispute Operations.

This role leads the execution of our fraud and chargeback operations strategy and is responsible for the effective and successful management of labor and productivity and quality control. It serves as a company representative on regulatory & compliance issues within the operations. Enhances the operational procedure, systems, and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand systems, processes and identify efficiencies.  Carry out supervisory responsibilities in accordance with company’s policies and applicable laws.

Responsibilities will include training new and existing employees; planning, assigning, and directing work; authoring and discussing with employee’s performance appraisals; addressing employee performance and corrective action plans; employee motivation.

The functional areas reporting to this position include fraud, chargebacks / disputes, and financial operations. Dispute Operations is responsible to effectively performing and substantiating chargebacks to contain fraud losses within the operational forecast; to Compliance & Operations for meeting Regulation E & Z obligations; and to Client Engagement for meeting SLAs to limit and address dispute related customer contact and responding to client escalations. The Leader must effectively manage cross-functional relationships collaborating closely with the EVP of Operations.

What you will do:

  • Overseeing operations for disputes/chargebacks, fraud & financial operations teams
  • Design and maintain effective, and efficient dispute, chargeback, fraud, and payment exception processing.
  • Building, overseeing, coaching, and developing a high performing dispute resolution team.
  • Identifying and implementing operational efficiencies, including but not limited to automation, process improvements, and system enhancements across disputes and fraud.
  • Establishing and improving reporting, forecasting, and capacity planning
  • Establishing and implementing enhanced quality program and protocols
  • Ensures all service levels and regulatory requirements are met.
  • Identifying, evaluating, developing, and establishing go-to-market plans for enhancing dispute product offerings
  • Collaborate with organizational leadership to implement continuous improvements and improve integrations.

Experience

  • At least 8-10 years’ experience leading dispute operations teams at a financial services institution
  • Directing operational units involved in deciding card fraud claims, resolving account disputes and compliance and regulatory specific knowledge, and understanding. 
  • Deposit and credit products, including debit and credit cards, checking accounts, ACH/money transfers, mobile check deposit, etc.
  • Leadership and mentorship of large teams.
  • Track record of continuous improvement in risk management, chargeback & fraud operations.

Skills/Attributes

  • Advanced knowledge of dispute and fraud operation functions, systems, policies, and procedures
  • In-depth understanding and practical application of applicable laws and regulations e.g., Reg E, Reg Z.
  • Knowledge of the digital payment ecosystem, financial services operations, and human resources
  • High degree of curiosity, especially about digital payments, fintech, and the use of technology to prevent disputes and enable superior customer experiences.
  • Comfortable in a high growth, fast paced, fast changing environment.
  • Able to create processes – this is a young team.
  • Passion for and commitment to customer service
  • Strong analytical, decision-making, and problem-solving skills
  • Well-developed leadership abilities and strategic management skills
  • Excellent interpersonal, verbal, and written communication skills
  • Outstanding ability to develop and foster cross-functional relationships with key stakeholders.
  • Strong work ethic and ability to remain motivated in an independent work environment.
  • Highly collaborative working style – able to partner within a team with diverse views and perspectives.

Compensation – Commensurate with Experience, Benefits