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Varo Bank · 2 months ago

Sr. Manager of Disputes

United States

Full-time

Remote

Senior Level

$130K/yr - $157K/yr

6+ years exp

Varo Bank is an entirely new kind of bank, all digital and mission-driven. As the Senior Manager of Disputes, you will transform Varo’s Disputes function to enhance customer experience and operational efficiency while ensuring regulatory compliance through collaboration with various teams.

Banking

Responsibilities

Manage Varo Bank's Dispute Operations, encompassing oversight of both domestic employees and off-shore managed service providers for dispute processing

Establish, monitor, and refine dispute processes & procedures using Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs)

Maintain a robust control environment through the performance of risk and control self-assessments and the execution of necessary remediation plans

Partner with the Fraud team to identify emerging fraud patterns and implement loss mitigation strategies

Act as the primary escalation point for all dispute issues and necessary reporting

Drive both transformational improvement as well as tactical enhancements collaborating with product and engineering teams to transform the customer experience, minimize losses, ensure regulatory compliance, and boost operational efficiency

Lead readiness efforts for new products and features impacting disputes, working closely with implementation teams to ensure safe and successful deployment

Qualification

Dispute managementFraud analysisRegulatory complianceData analysisSix Sigma certificationSQL queriesMicrosoft ExcelRegulationsCommunication skillsTeam management

Required

Worked at FinTechs or innovative Financial Institutions

6+ years of progressive experience in fraud / disputes, with at least 4 years focusing specifically on disputes & chargebacks within a bank or fintech, preferably with a Visa issuer

Experience managing employees and off-shore operations (BPO or Managed Services)

Analytical and critical thinking skills with the ability to translate complex data into actionable strategies. Prefer some experience with simple SQL queries and proven ability to use Microsoft Excel / Google Sheets features to analyze data to formulate recommendations. Collaboration with Analytics teams for more complex analysis

Knowledge of Dispute regulations (e.g. Regulation E, Regulation Z), NACHA rules and Visa card network rules

Excellent written and verbal communication skills, interpersonal and collaborative skills

Experience with specific dispute management platforms and systems (e.g. disputes case management systems, Visa VROL, etc)