Sr. Manager Disputes Experience

About the role

As a Senior Manager, Dispute Experience, you will be leading a team focusing on Chime’s member growth, reduction of customer friction and driving automation to build scale.

As a Senior Manager you will lead a team of process and performance management experts focusing on the Disputes Member Experience, 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. 

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. 

The ideal candidate has experience 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.   
• 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

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college.