Solutions Manager, Dispute
About the role
As a Dispute Solutions Manager, you will be joining our rapidly-growing Financial Services Operations Team to partner with other Dispute Operations leaders in planning to support new product and operations launches that involve or require unauthorized activity and transfer, purchase, or billing error support. You will work cross-functionally with our Product, Program, Analytics, Member Services, and Compliance Teams to drive discovery and definition of dispute operations requirements for new products and features, track dispute operations projects during product planning, and help define and report on critical success metrics associated with product and project launches. The ideal candidate is a project management and engagement master who has a demonstrated track record of creating and managing product launches for large scale member support and fraud operations. As a solutions and execution expert, we’ll rely on you to help us ensure our dispute operations teams are prepared to process member disputes timely, accurately, and within compliance, and that we are well-positioned to scale our operations as we grow to serve tens of millions of Chime members across several financial services products.
This job cannot be performed in the state of Colorado.
In this role, you can expect to
- Collaborate with internal and third-party teams to identify, plan, and ship internal tooling and reporting systems to ensure the timely execution of Dispute Operations under Federal Regulations E and Z, NACHA Operating Rules, payment network (Visa, MasterCard) rules, and other applicable regulations
- Identify, document, and disseminate Dispute Operations requirements ahead of new product and tooling/system launches. Team up with the product, analytics, member services, and compliance teams to integrate dispute needs into product and tooling launch plans, and coordinate system testing
- Validate Dispute Operations tooling and reporting requirements. Coordinate stakeholder feedback sessions to collect and size enhancements based on impact to member experience and operational efficiency KPIs.
- Generate Business Requirements Documents (BRDs) to solicit feedback/approval on dispute initiatives from stakeholders, weigh alternatives, and drive aligned decisioning on solutions. Build project plans to document and track milestone owners and due dates. Own project management and delivery, and communicate progress to senior leadership
- 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 the achievement of performance goals. Regularly prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders
- Work closely with finance and workforce management teams to assess our operational readiness and ensure the Dispute Operations Team is prepared to support new products
- Support internal and external audits and due diligence requests
To thrive in this role, you have
- 8+ years of financial services experience with hyper growth companies; at least 2 of those years in a product operations, program management, or solutions role. Experience working with banks, payment networks, and back-office Dispute Operations preferred
- The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner. You communicate clearly and concisely, and can tailor your approach to the needs of your audience
- A passion for knocking out the tasks on your checklist - you possess incredibly strong project management and prioritizing skills
- The ability to foster a cohesive and creative work environment with internal and remote teams and across multiple time zones
- A passion for discovering problems and finding the best possible solution. Automation and optimization are two of your greatest strengths
- A strong desire to work for a fast-paced, high-growth organization
- Advanced G Suite skills and dash-boarding experience using data visualization tools such as Looker required
- Basic SQL experience and a desire to grow this competency required
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors, including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.
What we offer
- 💰 Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home office
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- 💚 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 that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. 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 federal, state, and Cook County ordinances. 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.
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