Team Leader, Disputes

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.
Seeking an experienced and knowledgeable leader to manage a team within Varo Bank’s Fraud and Dispute Operations.  The successful candidate will be responsible for leading the investigation, prevention, and resolution of all dispute-related operations.  
At Varo Bank, we service customer needs in a timely and proficient way. We work within the parameters of the Visa Dispute Process and Varo’s Policies & Procedures as advocates focused on the customer experience. We constantly look for innovation and explore new ways to assist our customers when they need us the most. 

What you’ll be doing

• Lead a team that investigates and resolves all dispute-related incidents in order to protect the bank’s assets, operational integrity, and customer experience
• Oversee fraud dispute intake process to ensure efficient and timely resolution
• Manage staffing, scheduling, coaching, and development for a team of 10-20 dispute analysts
• Staff focus will be on coaching and developing your team to do the “best work of their lives”
• Manage against defined KPI/KRI metrics and reporting to ensure agents are trained and performing to defined expectations
• Assist agents in developing career pathing, creating an IDP that is trackable, attainable, and realistic against skills 
• Provide exceptional customer service for Varo’s customers across our different financial products.
• Ensure team compliance with regulatory requirements. 
• Ensure agents receive timely quality assurance evaluations and review any appeals related to the agents quality scores
• Manage the day-to-day operations of the dispute team ensuring timekeeping, employee evaluations, and performances metrics are maintained

You’ll bring the following required skills and experience

• 2-3 years of Operational Leadership, with preferred dispute resolution experience
• Detail-oriented with a strong analytical and problem-solving mindset
• Knowledge of financial services regulations and compliance standards
• Ability to develop and implement policies and procedures
• Proficiency in Google and Microsoft Office applications
• Excellent written and verbal communication skills
• Living and demonstrating Varo values every day
• Experience in financial services/call centers or other service industries is strongly preferred

We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you!
About VaroVaro launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all-digital, mission-driven, FDIC-insured, and designed around the modern American consumer. 
As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.
We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.
Varo. A bank for all of us.
Our Core Values- Customers First- Take Ownership- Respect- Stay Curious- Make it Better
Learn more about Varo by following us:Facebook - https://www.facebook.com/varomoneyInstagram - www.instagram.com/varobankLinkedIn - https://www.linkedin.com/company/varobankTwitter - https://twitter.com/varobankEngineering Blog - https://medium.com/engineering-varoSoundCloud - https://soundcloud.com/varobank


Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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