What are the responsibilities and job description for the Senior Manager, Money Disputes position at Robinhood?
Join a leading fintech company that's democratizing finance for all.
Robinhood Markets was founded on a simple idea : that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.
With growth as the top priority...
The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you're invigorated by our mission, values, and drive to change the world - we'd love to have you apply.
About the team role
We are looking for an experienced Head of Disputes to oversee and manage the day to day operations of our dispute resolution process. The ideal candidate will have subject matter expertise on Reg Z and Reg E consumer disputes, and will be responsible for ensuring timely, compliant and effective resolution of all consumer disputes, while continuously improving operations, data quality and vendor relationships.
The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.
What you'll do
- Dispute Management : Oversee and manage the end-to-end dispute process, including transaction disputes, chargebacks, and customer inbound / complaints for both banking products and credit cards
- Team Leadership : Lead a team of internal dispute operation SMEs
- Vendor Management : Manage BPO vendors as well as chargeback vendor, owning all aspects of quality, internal processes, special cases and error resolution
- Operational Efficiency : Optimize workflows and processes to improve the speed and accuracy of dispute resolutions. Identify opportunities for automation or process improvements
- Cross-functional Management : Work cross-functionally with product and engineering to deliver requirements and prioritization across the product, tooling, data and bugs
- Compliance & Risk Management : Ensure all dispute activities comply with Reg Z and Reg E. Manage risk by identifying trends and taking action to remediate them
- Reporting & Analytics : Generate regular reports on operational, financial and regulatory data. Use data insights to inform decisions, improve processes, and present updates to senior leadership
- Customer Experience : Work cross-functionally with customer service and support teams to resolve disputes in a way that maintains high levels of customer satisfaction while balancing the need for compliance and operational efficiency
What you bring
What we offer
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.
Please see the independent bias audit report covering our use of Covey here.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood's equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
170,000-$200,000 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
149,600-$176,000 USD
Zone 3 (Lake Mary, FL)
132,600-$156,000 USD
Click here to learn more about available Benefits, which vary by region and Robinhood entity.
We're looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you're ready to give 100% in helping us achieve our mission-we'd love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.
Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.
Salary : $132,600 - $156,000
