VP (Disputes)

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Essential Functions

• Leads and mentors a high performing team responsible for handling all aspects of credit card disputes, including chargebacks, fraud, billing and payment disputes
• Defines and executes the strategic direction for dispute resolution processes, focusing on operational efficiency, customer experience and regulatory compliance
• Ensures the timely and effective resolution of disputes, reducing financial losses, fraud risks, and customer dissatisfaction
• Collaborates with risk and fraud management teams to develop proactive strategies that minimize future disputes and fraud-related challenges
• Creates and implements strategies to enhance customer experience throughout the dispute process, ensuring clear communication, support and satisfaction
• Manages departmental budget and workforce ensuring alignment with staffing requirements and organizational/operational goals
• Partners with senior leadership to set goals, objectives, and key performance indicators (KPI’s) for the disputes team
• Works closely with internal teams, including compliance, customer service, collections, and operations, to resolve complex issues, mitigate risks, and optimize processes.
• Serves as a customer promoting customer-centric initiatives, addressing concerns, and driving improvements in customer satisfaction and loyalty.
• Stays informed on evolving regulatory requirements, industry trends, and best practices to ensure adherence to legal and compliance standards
• Performs other duties as assigned
  
  

Education And Experience

• BS degree is required with preference to those in a business, finance or related field
• Ten (10) years of experience in credit card disputes or related roles required, with 5 years of leadership experience included
• In-depth knowledge of credit card processing systems, dispute management protocols, and relevant regulations is required
  
  

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
  
  

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable.