Sr. Manager Disputes Experience

About the role

As a Manager focused on Fraud and Scams mitigation the candidate will lead a Dispute Experience focused on limiting fraud and scams impacts to Chime members and advocating for our members in optimizing our recovery opportunities during our disputes claims process.  As a leader in this space you will be leading a team focusing on Chime’s member growth, reduction of customer friction while advocating for our members during key moments that matter in the members lifecycle. 

As a Manager you will lead a team of process and performance management experts focusing on improving fraud/scam investigations signals , ensuring we are compliant to all regulatory requirements, delivering an exceptional experience in key moments that matter in Chime’s Member Lifecycle.  

Disputes Experience is obsessed with the reduction of customer friction and simultaneously reducing the cost to service fraud and merchant claims in Chime.  Our three year journey will focus on Key Performance metrics designed to maximize investigation decision accuracy and member experience, minimize time to resolution, and maintain regulatory compliance across third party and internal operations.  A foundation of regulatory compliance is a key tenant of our program. a

As a key leader in Disputes Experience (DEX),  you will partner cross-functionally with our Product, Analytics, Risk, Member Services, and Compliance Teams in scoping, defining, and prioritizing projects, and shipping tooling enhancements.   You will work with the DEX Fraud Risk and Recovery team to develop a 360 degree feedback loop with Chime Risk to develop better up front rules to mitigate Chime member impact. 

The ideal candidate has experience bank fraud, investigations and dispute’s claims investigations with a working knowledge of process optimization.  Of benefit will be a proven history of balancing fraud/risk and member experience needs. 

The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Develop strong, collaborative relationships with key internal and external stakeholders to strategically develop
• Implement and optimize dispute investigations processes, tools, and policies to achieve performance objectives while mitigating regulatory, reputational, and financial risk
• Identify and resolve Dispute Investigation process and documentation gaps.
• Focusing on Chime’s focus on building talent, you will hire and develop team members as the business grows. 
• You will own and assess your team’s progress toward the OKR and other performance goals. 
• Working with Product, Risk and Engineering, you will prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders. 

To thrive in this role, you have

• Subject Matter Expertise in regulations that have oversight of our Disputes Operations including; Regulation E, Z, Unfair or Deceptive Abusive Acts, etc.
• Strong background in financial fraud, experience in anti-money laundering would be hugely beneficial.  
• The belief it’s integral to lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• A passion for identifying problems and finding the best possible solution. 
• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
• The ability to foster a cohesive and creative work environment with internal and remote teams and across multiple time zones
• The ability to travel within the US and internationally as required

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A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their