Senior Manager, Dispute Process Management

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose 

The Sr. Manager, Dispute Process Management, is responsible for developing the strategy, rules and processes related to consumer disputes on the Zelle Payments Network. This includes continuing to evolve the operating rules related to disputes, working with various cross-functional teams on the day-to-day management of disputes activity, being the subject matter expert on new disputes projects and developing reporting and metrics for disputes activity. 

Essential Functions  

• Lead a high-performing team of managers and/or analysts. 

• Evolve the end-to-end disputes strategy and tactics for the Network and ensure appropriate Network rules, processes and reporting are in place to support disputes activity and evolution. 

• Manage end-to-end Network Dispute process and rules for disputes including the facilitation and management of the arbitration and compliance processes. 

• Analyze dispute data to identify opportunities to improve products or the Zelle® dispute policies and processes. 

• Coordinates with other leaders along with product and technology teams; Ensures the dispute business strategies and initiatives are aligned across the company and align with key internal and external partners to effectively generate support and buy-in on the strategic direction of new and existing products and services. 

• Develop new and revise existing dispute rules in support of the company’s payments business strategy, and in pace with industry developments. 

• Provide subject matter expertise to identify and define business needs and requirements to support the development and implementation of operational/technical solutions in support of dispute rules. 

• Provide consulting and guidance to internal and external partners on the interpretation and application of dispute rules. 

• Ensure rules and processes comply with all payment contractual obligation including other networks and provide consultation to product teams on industry standards. 

• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data. 

Minimum Qualifications 

• Education and/or experience typically obtained through completion of a bachelor’s degree 

• 10 years experience in payments industry, preferably in a network dispute, rules or compliance function.