Dispute Team Manager

Position Summary:

Dispute Team Manager leads a team of 13-18 Dispute Relationship Managers who serve as advisors and advocates to cardholders disputing a merchant transaction.
Schedule: day shift, Monday to Friday (a variety of shifts may need to be covered in the future).
Essential Functions:

• Manage daily staffing and workflow; ensure adherence to department productivity, quality, and attendance standards.
• Meet regularly with individual team members; coach them to meet and exceed their goals. Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
• Participate in formal quality program by performing reviews of cases and calls and discussing evaluation results with staff.
• Prepare and analyze reports relating to productivity, quality, and case management of individuals and team.
• Provide guidance regarding policy and procedure issues to all Disputes staff.
• Assist in redesign of departmental prolicies, procedures, systems, and communication channels between Disputes and other teams.
Other Responsibilities: • Project management.
REQUIREMENTS
REQUIREMENTS
Education, Experience, And Skills Required:

• Minimum two years of direct people management experience
• Minimum three years of credit card disputes / chargeback experience.
• Proven ability to develop and motivate employees to meet and exceed performance standards.
• Proven ability to positively influence the design of departmental policy and procedures.
• Proven ability to balance daily responsibilities with the need to meet deadlines of ad hoc assignments.
• Able to work collaboratively with others to achieve win-win solutions.
• Strong analytical and PC skills (Excel, Word required; Access design experience a plus).
• Excellent witten and verbal communications skills.
• College degree preferred.