56 applicants

Company

Original Job Post

Affirm · 2 days ago

Senior Program Manager I

United States

Full-time

Remote

Director

$160K/yr - $210K/yr

7+ years exp

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Financial ServicesFinTech

Comp. & Benefits

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Responsibilities

Support the expansion of the Affirm Card and Affirm Money account products, in collaboration with the Product team and drive operational readiness in terms of people, process and technology

Lead the Dispute governance and oversight program bringing enhancements to Standard Operating Procedures, Quality Assurance Program, and Agent training

Manage key bank partner relationships and collaborate with them and Marqeta to understand their position on regulations, assisting in solutioning and translating regulations into executable requirements.

Track our chargeback success rate and identify opportunities for improvement.

Monitor dispute volume, identifying trends, and developing reports.

Informing requirements and monitoring effectiveness of agent training program

Interface with Service delivery, Workforce Management, Process Excellence, Training teams, and third party vendors to improve processes or reconcile gaps in dispute handling

Provide guidance on escalated dispute cases in collaboration with Compliance Advisory and Product Legal teams.

Primary liaison for internal audits and overseeing the management of external audits relating to dispute resolution. Support preparation of internal and external audits and compliance in accordance with regulatory standards.

Track and identify changes in the regulatory landscape that could affect our products, working to reduce risks, educating our teams to ensure ongoing compliance.

Perform regulatory assessments of the focus areas including review of processes and procedures, adherence by staff and make recommendations to improve internal controls and compliance

Qualification

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Dispute ManagementFinancial RegulationsCoachingScaling OperationsVisa Operating RulesRegulation E ComplianceRegulation Z ComplianceProject Management

Required

7+ years of experience with the dispute management process at a fintech or financial institution, including 3+ years in a management role that involves scaling operations and providing ongoing coaching and feedback to team members.

Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data.

Experience with Visa's operating rules and regulations

Must have working knowledge of Regulation E and Regulation Z compliance.

Experience working with cross-functional teams such as Engineering, Product, Operations, Legal, Compliance to drive outcomes.

Serve as a subject matter expert and point of contact internally and externally across departments in reviewing transactions, troubleshooting issues, and handling escalations.

Assist in communicating the fraud and dispute process and desired product and process improvements with senior management, fraud, customer service, and other cross-functional teams to enhance the user experience.

Must be able to create and manage projects from conception to completion.

Must ensure that customers receive the best service across fraud and dispute-related touchpoints.

Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others.