What are the responsibilities and job description for the Card Disputes Lead position at Desert Financial Credit Union?
The Card Disputes Lead is responsible for overseeing all department functions. The Lead ensures all daily tasks and service level agreements are met and in compliance with all policies and regulations are met. The Lead responds to complex exceptions and escalations, enhances processes and procedures as necessary, and partners with Accounting for general ledger resolution. The Lead also provides onboarding, department-level training, guidance, support, and delegation for the team functions including team metrics.
What you will do here:
Lead and mentor the Card Disputes team to achieve department goals. Assign tasks, monitor queues, and support best practices. Manage escalations and complex requests, requiring subject matter expertise for all department processes, ensuring effective and timely resolutions.
Collaborate with the department manager to co-facilitate team meetings, champion change, evaluate processes for accuracy and efficiency; make recommendations for improvements as necessary. Oversee the effective implementation of procedural updates within the department to maintain compliance.
Perform duties associated with developing staff to meet key performance indicators and department expectations including teambuilding, onboarding, mentoring, coaching, and department training
Partner with management, internal teams, and technology partners, to review department standards and implement process initiatives including managing and updating procedures. Participate in department and enterprise level projects performing system & release testing, requirement gathering, procedure development, team training, and change management.
Partner with manager to gather dispute claim data. Review and monitor GL activity daily. Monitor case management and team productivity. Responsible for ad hoc data gathering, reporting, and analysis.
Partner with other lines of business to prepare for successful audits. Responsible for overseeing and maintaining department compliance with all regulatory federal, state and local requirements.
Perform other job-related duties as assigned.
What you will need:
High School Diploma or GED required.
2 years working in a Financial Institution required.
2 years working on a team in operations, account research, specialty accounts, or other related fields required.
1 year working in a role that requires problem resolution or de-escalation required.
Strong Customer Service skills required.
Demonstrated ability to process high volumes of work efficiently with minimal errors required.
Aptitude for problem identification and resolution required.
Strong team commitment and strives to promote a team environment required.
Excellent verbal and written communication skills required.
Organizational skills and attention to detail required.
Microsoft Outlook Contact Management systems; Microsoft Excel Spreadsheet software and Microsoft Word Processing software required.
Demonstrated ability to share knowledge and assist other required.
Decision Making required.
Data Analysis required.
Strong Listening Skills required.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
