Chime is the largest and fastest-growing player in the challenger-banking space, providing mobile and online banking technology in the U.S. on behalf of partner banks and facilitating over 10M accounts with no physical branches. We’re a technology company relentlessly focused on helping our members achieve financial peace of mind. That’s why we offer access to an award-winning bank account that doesn’t charge a ton of traditional bank fees, can give members early access to their paychecks, and enables members to grow their savings automatically.  And we’re just getting started. We are proud of our mission, devoted to our members, and passionate about applying technology to the challenge of making financial health a reality for everyone.

We have one of the most experienced management teams in Fintech and have raised over $800M in funding from DST, General Atlantic, Iconiq, Coatue, Dragoneer, Menlo, Access, Forerunner, and others. If you’re looking to join a fast-growing company with a beloved, daily-use product and an authentic mission that puts people first, we want to meet you.

About the role

As a Dispute Quality AssuranceManager, you’ll be joining our rapidly-growing Dispute Operations Team to help us assess and improve the quality of our cardholder claims and chargeback operations with the intent of minimizing losses, enhancing the member experience, and maintaining regulatory compliance. You will work cross-functionally with our Operations, Product, Analytics, and Compliance Teams, and lead a team in the refinement and execution of our Dispute Quality Assurance Operations. The ideal candidate is process improvement champion who will drive innovation, insights, and root cause analysis throughout the dispute lifecycle. As a quality assurance expert, we’ll rely on you to help us ensure our Dispute Operations are timely, accurate, and compliant, and that we are well-positioned to scale our operations as we grow to serve tens of millions of Chime members. 

Responsibilities

• Take ownership of Chime’s Dispute Operations quality assurance procedures and lead a team in auditing operations to ensure we are decisoning quickly, with a high rate of accuracy, and in compliance with Federal Regulations E and Z, among other applicable regulations
• Celebrate excellent performance and empower your team to improve areas of opportunity. Hire and train new team members as the business grows.
• Assess your team’s ability and progress toward achievement of performance goals. Regularly prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders.
• Use data collection and analysis tools to generate productivity and quality assurance reporting to identify performance improvement opportunities and training deficiencies, and team up with your Training, Operations, and Analytics counterparts to execute on those opportunities
• Generate and disseminate recurring reporting on program, team, and individual performance against quality and timeliness-oriented metrics
• Support internal and external audits and due diligence requests

Requirements

• Minimum of five years of financial services experience, with at least two years in a quality assurance supervisory role which included sourcing and hiring, as well as providing ongoing coaching and feedback to team members 
• At least one year of experience in cardholder dispute operations, preferably supporting Issuer dispute investigations
• Remote or BPO Operations experience
• Believe it’s integral to lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• You have a passion for identifying problems and finding the best possible solution. Automation and optimization are two of your greatest strengths.
• You can analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a manner that is technically competent
• You can foster a cohesive and creative work environment with internal and remote teams, and across time zones
• You love knocking out the tasks on your checklist - you possess strong organizational and prioritizing skills
• A strong desire to work for a fast-paced, high-growth organization
• Experience with Quality Assurance data collection and analysis tools
• Advanced Microsoft Office or G Suite skills
• Remote or BPO operations management experience 
• Dashboarding experience using data visualization tools such as Looker a plus
• Basic SQL experience and a desire to grow this competency a plus

What we offer

• Competitive salary based on experience, medical and dental benefits, as well as a 401k match.
• Free snacks and drinks, plus weekly catered lunches (when back in office!).
• Flexible vacation policy.
• Monthly happy hours and company events.
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service.

We know great work isn’t done alone. We’re building a team of individuals to Chime in with their different strengths to benefit our employees and members. We strongly believe that different backgrounds and ideas are a competitive advantage; 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 the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.