Description

Summary:

The Dispute Services Support Process Lead is responsible for providing senior‑level operational support, regulatory oversight, and risk mitigation for dispute-related processes across debit card, credit card, and non‑card products. This role partners closely with Risk, Compliance, Audit, and Operations teams to ensure adherence to Regulation E and Regulation Z, maintain effective controls, and support business continuity initiatives.

The position serves as a subject-matter expert, mentor, and process leader, contributing to continuous improvement, issue resolution, and regulatory readiness.

Primary Responsibilities:

Regulatory Compliance & Risk Management

• Review and manage daily compliance and control reports for debit card, credit card, and non‑card dispute products to ensure adherence to Regulation E and Regulation Z.
• Design, create, and enhance new and existing control tests to mitigate compliance, operational, and regulatory risk.
• Identify, document, and remediate departmental findings in collaboration with Risk and Compliance partners, ensuring timely completion of action plans by established due dates.
• Provide data, reporting, and analysis to support control testing, audits, regulatory exams, and internal risk assessments.

Operational Support & Leadership

• Act as an escalation point for operational issues, assisting colleagues with complex dispute, system, or process-related challenges.
• Support ongoing process improvements by identifying operational gaps, control opportunities, and efficiency enhancements.
• Partner with cross‑functional teams to ensure consistent execution of dispute processes and controls.

Access Management & System Support

• Conduct and complete annual application access reviews for multiple departmental systems, ensuring alignment with access governance and audit requirements.
• Support testing and implementation efforts for dispute system enhancements and control updates as needed.

Business Continuity & Preparedness

• Serve as the department’s Business Continuity Planner, maintaining and updating business continuity and disaster recovery plans.
• Coordinate and execute required annual business continuity exercises, documenting results and identifying improvement opportunities.

You must be located near 5555 Cleveland Ave Columbus, Ohio or 295 Huntington Circle Akron, Ohio

Basic Qualifications:

• High School diploma

• Experience working knowledge of Regulation E and Regulation Z

• Experience with operational controls, compliance testing, risk management, or audit support.

• Experience with analyzing data, prepare reports, and respond to regulatory or audit requests

• 3 or more years of in Financial Services

• Experience with leading a team

Preferred Qualifications:

• Bachelors Degree
• Experience working with Default/Ad Hoc Reporting
• Minimum of 5+ years combined experience in Dispute Services or Deposit Services.
• Results focused with a continuous improvement mindset.
• Experience working with Collections Systems.
• Excellent written and oral communication skills.
• Problem solving and critical thinking skills are essential. 
• Demonstrate the ability to work with minimal supervision and manage workload.
• Highly organized, self-starter with strong follow-through and ability to complete tasks independently.
• Proven ability to prioritize and simultaneously handle deadlines, ad hoc requests and regular deliverables.
• Process oriented with strong attention to detail.
• Proficiency with the Microsoft Office Suite.
• Effective organizational and time management skills with the ability to work under pressure and adhere to aggressive project deadlines. 
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels, departments, and locations within the organization.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type: