Sr. Manager Disputes Experience at Menlo Ventures

About the role

As a Senior Manager, Dispute Experience, you will be leading a team focusing on Chime’s member growth, reduction of customer friction, and driving automation to build scale.

As a Senior Manager, you will lead a team of process and performance management experts focusing on the Disputes Member Experience, ensuring compliance with all regulatory requirements and delivering an exceptional experience in key moments that matter in Chime’s Member Lifecycle.

Disputes Experience is obsessed with reducing customer friction while simultaneously lowering the cost to service fraud and merchant claims in Chime. Our three-year journey will focus on Key Performance metrics designed to maximize investigation decision accuracy, enhance member experience, minimize time to resolution, and maintain regulatory compliance across third-party and internal operations.

As a key leader in Disputes Experience (DEX), you will partner cross-functionally with our Product, Analytics, Risk, Member Services, and Compliance Teams in scoping, defining, and prioritizing projects, and implementing tooling enhancements.

The ideal candidate has experience in dispute claims/investigations with a working knowledge of process optimization. A proven history of balancing fraud/risk and member experience needs will be beneficial.

In this role, you can expect to:

• Develop strong, collaborative relationships with key internal and external stakeholders to strategically develop, implement, and optimize dispute investigations processes, tools, and policies to achieve performance objectives while mitigating regulatory, reputational, and financial risk.
• Identify and resolve Dispute Investigation process and documentation gaps.
• Hire and develop team members as the business grows.
• Own and assess your team’s progress toward OKR and other performance goals.
• Work with Product, Risk, and Engineering to prioritize the highest impact initiatives and communicate what needs to be escalated to management and stakeholders.

To thrive in this role, you have:

• Subject Matter Expertise in regulations that oversee our Disputes Operations including Regulation E, Z, and Unfair or Deceptive Abusive Acts.
• The belief that it’s integral to lead your team with integrity and create an environment where team members feel included, valued, and supported.
• A passion for identifying problems and finding the best possible solutions.
• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements competently.
• The ability to foster a cohesive and creative work environment with internal and remote teams across multiple time zones.
• The ability to travel within the US and internationally as required.

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and are motivated by our desire to support them in meaningful ways.

We created Chime—a financial technology company, not a bank—founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome systemic barriers. By providing access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members control over their money and the ability to take action toward achieving their financial ambitions.

We’re well-loved by our members and proud to have helped millions unlock financial progress. Every day, we’re inspired by our members’ dreams and successes, big and small.

We’re uniting everyday people to unlock their financial progress—will you join us?

What we offer

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location.
• Hybrid work perks, like UrbanSitter and Kinside for backup child, elder, and/or pet care, as well as a subsidized commuter benefit.
• Competitive salary based on experience.
• 401k match plus great medical, dental, vision, life, and disability benefits.
• Generous vacation policy and company-wide Take Care of Yourself Days.
• Mental health support with therapy and coaching through Modern Health.
• 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents.
• Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with fellow Chimers.
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech.

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable laws.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.