Mountain America Credit Union · 1 week ago
Dispute Resolution Assistant Manager
Sandy, UT
Full-time
Hybrid
Mid, Senior Level
3+ years expMountain America Credit Union is seeking a Dispute Resolution Assistant Manager to oversee the operations and staffing of the Dispute Department Specialists. The role involves coaching and training staff, managing dispute cases, and ensuring compliance with regulations while providing superior customer service.
BankingFinancial ServicesMortgage
Responsibilities
Coaches and trains Dispute Specialists regarding case initiation and resolution
Oversees quality process, delivers feedback to Dispute Specialist I, II, and III understands all aspects of Dispute process
Educates external members and internal employees on dispute regulations, consumer rights, and dispute guidelines
Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity
Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met
Assists in the budget and departmental planning sessions driving innovation / improvements across the department
Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures)
Holds approval authority in making business decisions related to Dispute write offs and moving cases forward to arbitration with Visa
Responsible for managing Dispute case load and working with Dispute Manager to fairly distribute work and provide training to employees
Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases. Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit
Trains and provides guidance to Dispute Specialist I, II, and III provides feedback as appropriate for coaching and development
Has responsible for reporting practices including Disputes filed, Disputes Completed, and other various reports as deemed necessary by the Dispute Manager
Initiates dispute claims, gathers necessary information/documentation formally or informally through the Visa Chargeback process. Ensures communication is delivered in a timely manner to the member, and clear expectations are established to ensure member satisfaction
Provides superior customer service to both internal as well as external customers
Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position
Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc
Performs other duties as assigned
Qualification
Required
Coaches and trains Dispute Specialists regarding case initiation and resolution
Oversees quality process, delivers feedback to Dispute Specialist I, II, and III understands all aspects of Dispute process
Educates external members and internal employees on dispute regulations, consumer rights, and dispute guidelines
Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent's daily productivity
Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met
Assists in the budget and departmental planning sessions driving innovation / improvements across the department
Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures)
Holds approval authority in making business decisions related to Dispute write offs and moving cases forward to arbitration with Visa
Responsible for managing Dispute case load and working with Dispute Manager to fairly distribute work and provide training to employees
Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases. Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit
Trains and provides guidance to Dispute Specialist I, II, and III provides feedback as appropriate for coaching and development
Has responsible for reporting practices including Disputes filed, Disputes Completed, and other various reports as deemed necessary by the Dispute Manager
Initiates dispute claims, gathers necessary information/documentation formally or informally through the Visa Chargeback process. Ensures communication is delivered in a timely manner to the member, and clear expectations are established to ensure member satisfaction
Provides superior customer service to both internal as well as external customers
Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position
Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc
Performs other duties as assigned
Microsoft Office Suite knowledge and the ability to learn applicable software to do the job
Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of employees, members, or clients
Must have good verbal and written communication skills
Must have great organizational skills
Must be extremely detailed oriented
Ability to organize and prioritize tasks
Have dependable behavior and continues initiative to look for ways to improve processes and work flow
Has a thorough knowledge of the various networks rules and regulations, such as the Co-op, Visa, and Credit Union policies and procedures
Ability to take feedback and implement goals to make improvements
Provide excellent verbal and written communication, problem solving skills, and the ability to make decisions based on logical reasoning
Ability to work through a fast paced and goal oriented environment
Preferred
Three to five years of similar or related experience; with extensive knowledge of credit union dispute policies and procedures preferred
Associates Degree or equivalent work experience preferred
Formal training/certification in Visa Regulations, Chargebacks, Representments and Arbitrations
Prefer general knowledge of credit union operations and organizational structure
Company
Mountain America Credit Union
Mountain America Credit Union is a member-owned, full-service financial institution.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Curtis
EVP/Chief Financial Officer
Nathan Anderson
Executive Vice President/Chief Operating Officer
Recent News
2026-01-06
2025-12-24
Company data provided by crunchbase