Supervisor, Debit Card Dispute
Job description
YOUR LIFE'S MISSION: POSSIBLE
You have goals, dreams, hobbies and things you’re passionate about.
What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.
Don’t take our word for it.
- Military Times 2022 Best for Vets Employers
- Yello and WayUp Top 100 Internship Programs
- Forbes® 2022 The Best Employers for New Grads
- Fortune Best Workplaces for Women
- Fortune 100 Best Companies to Work For®
- Fortune Best Place to Work for Financial and Insurance Services
- Computerworld® Best Places to Work in IT
- Ripplematch Campus Forward Award – Excellence in Early Career Hiring
Basic Purpose
Responsibilities
- Develop and implement policies, processes, and procedures to ensure effective and accurate inquiry research and dispute resolution according to Regulation E and CFPB, network regulations, and NFCU compliance regulations/guidelines
- Monitor work volume and schedule adherence to identify gaps and meet production objectives; addresses staffing issues
- Compile statistical data; identify and analyze trends; ensure that work quality, work methods, procedures, processes, and production statistics meet business goals and standards of member service
- Make decisions and recommendations within authorized monetary limits
- Review and approve case history and preparation for dispute claims prior to arbitration compliance filings
- Serve as a subject matter expert and point of contact to other business units and members concerning debit card dispute processes and procedures
- Ensure that claims are resolved financially with all ledgers reconciled
- Resolve escalated/challenging situations with other financial institutions and network analysts outside of the dispute resolution process
- Build partnerships and promote cross functional collaborations with business units and external organizations to ensure effectiveness of operating programs and troubleshooting program errors to achieve business initiatives and desired objectives
- Navigate Visa Signature Claims database, PIN database, eClient, eFax, RightNow, and Online Communications database to research and assign claims (new and in process) to staff
- Protect member and Navy Federal assets against loss
- Serve as main point of contact for audits conducted by Internal Audit, NCUA, or other third-party auditor; review audit findings and provide feedback to management; implement resulting changes
- Perform ongoing training and testing for all Debit Card Dispute processes
- Develop, implement and manage the revision of procedures, processes, training programs and materials
- Collaborate with trainer to perform onboarding for new hires
- Develop process improvement and participate in system enhancement projects and initiatives
- Identify business requirements (e.g., needs, objectives, functions, features, input and output) for system enhancements; train and test staff on new/enhanced systems
- Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization
- Perform supervisory/managerial responsibilities
- Ensure adequate/skilled staffing; select employees
- Establish performance goals and priorities
- Prepare, conduct and review performance appraisals
- Develop, mentor and counsel staff
- Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
- Ensure section/branch goals and objectives align with division/department strategy
- Ensure efficiency of operations
- Perform other duties as assigned
Qualifications
- Bachelor’s Degree in Business Administration, Accounting, Finance or the equivalent combination of training, education and experience
- Experience in fraud operations including related federal, industry regulations, standards
- Advanced knowledge of credit and/or debit card dispute issues, patterns and processes
- Working knowledge of fraud detection and related systems
- Advanced knowledge of regulations impacting the security of financial assets, confidentiality of member records and release of information
- Advanced knowledge of Federal and card issuer/associations regulations
- Ability to comprehend, analyze, interpret, communicate and apply government and financial industry regulations related principles and practices, and company instructions, procedures and policies
- Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
- Advanced skill exercising initiative and using good judgment to make sound decisions
- Advanced skill interacting tactfully and effectively in difficult situations
- Experience in supervising and leading employees
- Advanced skill recruiting, retaining, coaching and motivating employees to achieve production results
- Advanced database and presentation software skills
- Effective skill developing and implementing programs in a leadership role
- Advanced organizational, planning and time management skills
- Advanced research, analytical, and problem solving skills
- Expert skill building effective relationships through rapport, trust, diplomacy and tact
- Effective skill in results-oriented leadership in a challenging environment
- Advanced verbal and written communication skills
Desired Qualifications
- Advanced degree in a related field such as Business Administration, Accounting, Finance or the equivalent combination of training, education and experience
- Working knowledge of NFCU credit/debit card products, services, processes, procedures and related dispute/fraud
- Experience in a dispute/fraud management leadership or supervisory role
- Working knowledge of Navy Federal’s functions, philosophy, operations and organizational objectives
Hours: Monday - Friday, 8:00AM - 4:30PM (shift may vary, Saturdays may be required)
Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602
Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.
Salary Range: $82,700 - $115,700 annually
Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.
Posting End Date: 05/16/23
Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume.
#LI-Hybrid
Equal Employment Opportunity
Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability
Disclaimer
Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.
Bank Secrecy Act
Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
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