Mountain America Credit Union · 11 hours ago
Dispute Manager
Sandy, UT
Full-time
Hybrid
Senior Level
5+ years expMountain America Credit Union is seeking a Dispute Manager to lead their Visa Dispute Operations with a focus on transforming dispute resolution into a member-centric, data-driven function. The role involves strategic leadership, team development, and cross-functional collaboration to enhance member experience and maximize recoveries in dispute management.
BankingFinancial ServicesMortgage
Responsibilities
Develop and execute a forward-looking strategy for dispute operations that anticipates industry trends, regulatory changes, and evolving member needs
Coach the team and Assistant Manager toward strategic, high-accountability performance; build succession and bench strength; and align team goals with enterprise objectives, ensuring dispute operations contribute to fraud prevention, compliance, and member trust
Identify gaps and challenge the status quo by introducing innovative solutions that improve efficiency, accuracy, and member experience
Partner with Fraud, Risk, Compliance, and Technology teams to integrate dispute operations into broader fraud prevention strategies
Build and leverage KPIs and dashboards to improve win rates, recovery per case, cycle time, and compliance quality
Serve as a subject matter expert on Visa dispute rules and network guidelines, influencing enterprise policies and risk mitigation efforts
Lead initiatives to automate dispute processes, enhance data analytics, and adopt emerging technologies
Regularly evaluate industry best practices and regulatory updates, positioning MACU as a leader in dispute resolution
Comply with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Visa Rules, Regulation CC (funds availability), Regulation DD (TIS), SBA regulations, Regulation E, Regulation Z, and other regulations as required by law as they relate to the position
Exemplify Mountain America's core values and philosophy while fulfilling responsibilities as a leader in the organization; and align personal and team efforts with the mission and vision of the credit union
Direct and manage the daily workflow, processes, and functions of the Dispute Team to effectively advocate for members involved in disputes and maximize recoveries through the dispute process
Direct and manage compliance and quality evaluations on Dispute Team; apply appropriate decision-making to ensure quality service to members, productivity and accuracy; and appropriately recognize and reward Dispute Team performance
Coach, train, and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members involved in disputes
Mentor, train, and develop the Assistant Manager as a leader in organization
Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper case/workflow management and write offs; and analyze trends in dispute process and resolution
Monitor telephone and written communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement
Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Dispute Team
With Assistant Manager, conduct training and coaching on Visa Dispute Guidelines, network rules, processes, internal policies and procedures, and appropriate decision-making
With Assistant Manager, ensure quality control metrics are being appropriately evaluated, and that regular coaching occurs
Regularly evaluate Dispute Team performance and complete annual performance reviews
Assist with processing chargebacks, and act as a direct point of contact for any questions or concerns regarding the dispute process, escalations, and/or possible dispute abuse
Effectively communicate with direct supervisor on all matters related to own job responsibilities and Dispute Team operations
Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to disputes
Provide assistance and training to other business units to mitigate compliance risk, increase efficiency, and improve member experience in matters related to disputes, as appropriate
Keep current on organizational and industry guidelines and changes, and communicate said changes, as appropriate
Demonstrate proper stewardship in managing the Dispute Team budget, staffing levels, and other needs
Performs all other duties as assigned
Qualification
Required
Bachelor's degree from an accredited institution in criminology/criminal justice, business, marketing, finance, economics or related field and 2 years professional experience in a progressive financial setting; or 5 years professional experience in a progressive financial setting
Professional experience in a Dispute resolution setting preferred
Proven track record of strategic thinking, cross-functional collaboration, and leveraging analytics or technology to enhance operational efficiency and member experience preferred
3 years' experience supervising teams
Formal, current training in Visa Regulations, Chargebacks, Representments and Arbitration is preferred
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization
Strategic Thinking: Ability to translate vision into actionable plans that drive organizational impact
Innovation Mindset: Skilled in identifying opportunities for automation, analytics, and process redesign
Analytical Acumen: Strong capability in interpreting data, identifying trends, and making data-driven decisions
Communication Skills: Ability to influence stakeholders at all levels through clear, compelling communication
Demonstrated ability to recruit, engage and coach employee performance
Experience in Visa regulations and chargeback procedures
Experience in all related compliance regulations and applicable laws are required
Ability to work both autonomously and collaboratively in a fast-paced environment
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Preferred
Professional experience in a Dispute resolution setting
Proven track record of strategic thinking, cross-functional collaboration, and leveraging analytics or technology to enhance operational efficiency and member experience
Formal, current training in Visa Regulations, Chargebacks, Representments and Arbitration
Experience and knowledge of Visa Chargeback systems
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