Process Owner, Dispute Operations

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.
About the Disputes Operational Excellence Team Varo is here to change the banking industry.  We work hard to create the best personal banking experience possible.  We’re responsible for building a lasting relationship with our customers; they know we care about helping them grow! We’re accountable for all functions within the dispute operations group; we’re here to support and protect our customers while actively improving end-to-end processes. This includes but not limited to process enhancement, recovery efforts, establishing controls, and building reporting dashboards.
Work we’ve done and where we’re goingWe’re designing a best-in-class servicing strategy that fits the lifestyle of our target customers.  Come and help us bring that strategy to life! The dispute operations team is focused on auditing and improving current processes to ensure robust controls and bulletproof procedures while also looking ahead to identify opportunities for holistic improvement across the entire organization. This role requires creativity, collaboration, and an inquisitive mindset. We need to always ask why we’re doing things the way we do, and where the improvement opportunities may lie. 

What you’ll be doing

• Own end-to-end process(es) and improvement efforts. This includes being a single point of contact for a dispute operations process or processes responsible for operational performance, risk and control management, customer experience, and issue resolution by collaborating with other operational teams, product, finance, and marketing teams, etc.
• Implement process excellence methodologies such as Lean and Six Sigma and build a positive learning environment of continuous improvement. 
• Deliver Risk Control Self Assessments (RCSAs) as defined by bank policy and standards
• Implement and manage against defined KPI/KRI metrics and reporting to ensure an environment of continuous improvement. This includes statistical process control methodology and variation analysis.
• Analyze complex issues leveraging dynamic variables such as customer experience, key risk indicators, and cost/benefit to generate viable solutions.

You’ll bring the following required skills and experiences

• Previous Leadership or Project Management Experience highly desirable
• Experience in financial services, specifically dispute operations preferred
• Experience in the evaluation, analysis, and optimization of operational processes
• Analytical and Strategic Critical Thinking, with the ability to transform business processes through automation and data-driven decisions/analytics
• Proven ingenuity, creativity, and resourcefulness in decision-making and independent problem-solving
• Flexible, adaptable, highly motivated, enthusiastic, dedicated to delivering quality results with a fast turnaround, and comfortable working in a fast-paced startup environment
• Ability to influence and drive business partners who may not be in the individual’s reporting scope

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 -