Dispute Operations Team Leader

Ensures efficient and accurate resolution of fraud and non-fraud disputes, maintaining compliance with regulations and providing exceptional member service. Leads, coaches, and supports the Dispute Operations team, manages complex dispute cases and contributes to process improvements. 

Essential Functions, Duties, and Responsibilities:

• Oversees the investigation and resolution of payment and card disputes, ensuring timely and accurate outcomes. Resolves complex or escalated cases, providing guidance and expertise to team members.
• Ensures all dispute resolution activities comply with relevant regulations, including Regulation E and NACHA rules. Updates team members on regulatory changes and industry best practices.
• Conducts training sessions for new and existing team members. Develops and implements training programs to enhance the team's skills and knowledge.
• Fosters teamwork by professionally interacting with peers, supervisors, vendors, and Langley employees.
• Provides impeccable service to internal and external members by phone, in customer relationship management cases, and through online banking messaging and email.
• Adheres to and enforces internal controls and procedures to minimize risk and prevent losses.
• Develops and monitors key performance indicators.
• Completes continuing education in accordance with certificate requirements.
• Schedules employees for team coverage and training.
• Ensures employees meet or exceed all service level standards for internal and external members.
• Participates in ad-hoc projects and committees.
• Maintains and updates training materials and documentation.
• Facilitates regular team meetings to communicate updates, changes, and organizational goals.
• Sets performance expectations, provides guidance, and conducts regular performance reviews.
• Performs data analysis functions of Dispute Operations systems.
• Identifies process improvement opportunities and coordinates implementation.
• Serves as liaison with Operations vendors.

Qualifications:

• Associate’s degree or two years related experience and/or training for assigned area or an equivalent combination of education and experience required.
• Visa Dispute or AAP certification, preferred

Competencies:

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands and fingers to operate standard office equipment such as a mouse, keyboard, telephone, copy machine, etc., talk, and hear.  The employee is occasionally required to stand and walk.  Specific vision requirements for the job include close vision (at 20 inches or less).

Working Conditions:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  Work is performed in an indoor, climate-controlled office environment where the noise level is typically quiet to moderate.

This job description is not designed to cover or contain a comprehensive listing of functions, duties, or responsibilities required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.