Director of Card Disputes - Suncoast Credit Union

Compensation: $89,300.00 - $130,000.00  based on experience and credentials

Location Type: Remote

Position Type: Full Time 

Schedule: 8:30 AM - 5:30 PM Monday through Friday 

The Director of Card Disputes will oversee the Dispute Department, managing resolution processes for debit cards, credit bureau, ATM/ITM, ACH, and error corrections. This individual ensures high-quality member service is maintained while fostering a collaborative team environment. This role is responsible The Director will stay updated on industry trends to implement process improvements and ensure the department meets all regulatory timeframes and regulations. Key responsibilities include collaborating with other departments to resolve complex member requests, manage general ledger accounts, and analyze operational metrics to ensure timely task completion and regulatory compliance. Additionally, this individual will conduct in-depth research on fraudulent activities and work with other departments to mitigate dispute risks.

• Oversee the balancing and maintenance of general ledger accounts owned by the Disputes Department
• Ensure proper analysis of trends and variances
• Develop and analyze operational and support metrics to measure the performance of the team, ensuring timely completion of tasks also satisfying regulatory timeframes
• Evaluate the effectiveness of reporting and automation processes while working closely with technical teams for continual automation maintenance and optimization
• Perform in-depth research within internal systems to investigate member and transactional activity for fraudulent and high-risk activity as it pertains to disputes
• Collaborate with Fraud Risk Management teams to analyze data for trends and recommend strategies to reduce dispute risk and fraud
• Review and recommend new methods or procedures to make daily operations more efficient
• Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
• Set goals for assigned teams to achieve operational and strategic results
• Provide guidance, mentoring, and development opportunities for directly reporting staff
• Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
• Assist with the development, monitoring, and maintenance of the annual budget
• Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations

• Bachelor’s degree in business administration, management, or a related field (A comparable combination of work experience and training may be substituted for education requirements.)
• Seven or more years of experience with dispute resolution in the financial services industry
• Supervisory or managerial experience required
• Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
• Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to analyze and resolve complex problems or situations
• Ability to positively influence others regarding policies, practices, and procedures
• Strong knowledge and understanding of credit union products, services, policies, and procedures
• Strong knowledge and understanding of regulatory compliance
• Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Benefits

• Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview 

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/