Senior Dispute Experience Associate
About the role
As a Senior Dispute Experience Associate, you’ll be joining our rapidly-growing Dispute Operations Team to maximize our cardholder dispute intake program’s operational efficiency and accuracy, identify and resolve Intake operation process issues, and ensure regulatory compliance. This will require the candidate to work cross-functionally with Third-Party Operations Partners, and our internal Learning and Development, Quality Assurance, Member Services, and Compliance Teams, and assist in the refinement and execution of our voice and written Dispute Intake Operations. The ideal candidate is a process improvement champion who will drive innovation throughout the claim intake lifecycle. You will ensure our internal and remote teams have the tools and procedures to deliver an excellent member experience.
In this role, you can expect to
- Collaborate with internal and third-party teams to ensure the timely execution of dispute intake operations following Federal Regulations E and Z, NACHA Operating Rules, payment network (Visa, MasterCard) rules, and other applicable regulations
- Own policies, and identify and resolve dispute intake operations process issues. Team up with Learning & Development, Quality Assurance, Member Services, and Compliance teams to justify proposed changes through forecasting the impact on member experience
- Partner with quality assurance to analyze productivity and quality reporting to identify performance improvement opportunities and training deficiencies
- Coordinate procedure changes across internal and third party Dispute Intake teamsÂ
- Support internal and external audits and due diligence requestsÂ
To thrive in this role, you have     Â
- 5+ years of overall professional experience, with at least one year of experience in operations, preferably supporting payment operationsÂ
- A passion for identifying problems and finding the best possible solutionÂ
- Automation and optimization as two of your greatest strengths
- The ability to foster a cohesive and creative work environment with internal and remote teams and across time zones
- A love for checking off the tasks on your checklist - you possess strong organizational and prioritizing skills
- Remote or BPO operations experience preferredÂ
- A strong desire to work for a fast-paced, high-growth organization
- Advanced Microsoft Office or G Suite skills; experience with Zendesk is a plus
- Basic SQL experience, and a desire to grow this competency a plus
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.Â
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.Â
What we offer
- đź’° Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home officeÂ
- 🏝 Generous vacation policy and company-wide Take Care of Yourself DaysÂ
- đź–ĄÂ 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 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.