Supervisor, Debit Card Dispute

To plan, supervise, and direct the Debit Card Dispute Resolution teams in controlling, researching, and mitigating debit card dispute claims to limit financial loss to NFCU and Navy Federal members. Develop tactical plans and strategies to align with branch, compliance, and regulatory directives. Establish, discover, and analyze trending insights to support branch, NFCU compliance, and regulatory objectives. Assist in the development of rules/metrics for dispute applications/tools and participates in the analysis, testing, and implementation with cross-functional areas to control, detect, and monitor dispute activities and trends. Establish processes and methodologies for preventive actions and improvements. Establish performance standards, key performance indicators, and tracking methods to measure performance.

• Develop and implement policies, processes, and procedures to ensure effective and accurate inquiry research and dispute resolution according to Regulation E and CFPB, network regulations, and NFCU compliance regulations/guidelines
• Monitor work volume and schedule adherence to identify gaps and meet production objectives; addresses staffing issues
• Compile statistical data; identify and analyze trends; ensure that work quality, work methods, procedures, processes, and production statistics meet business goals and standards of member service
• Make decisions and recommendations within authorized monetary limits
• Review and approve case history and preparation for dispute claims prior to arbitration compliance filings
• Serve as a subject matter expert and point of contact to other business units and members concerning debit card dispute processes and procedures
• Ensure that claims are resolved financially with all ledgers reconciled
• Resolve escalated/challenging situations with other financial institutions and network analysts outside of the dispute resolution process
• Build partnerships and promote cross functional collaborations with business units and external organizations to ensure effectiveness of operating programs and troubleshooting program errors to achieve business initiatives and desired objectives
• Navigate Visa Signature Claims database, PIN database, eClient, eFax, RightNow, and Online Communications database to research and assign claims (new and in process) to staff
• Protect member and Navy Federal assets against loss
• Serve as main point of contact for audits conducted by Internal Audit, NCUA, or other third-party auditor; review audit findings and provide feedback to management; implement resulting changes
• Perform ongoing training and testing for all Debit Card Dispute processes
• Develop, implement and manage the revision of procedures, processes, training programs and materials
• Collaborate with trainer to perform onboarding for new hires
• Develop process improvement and participate in system enhancement projects and initiatives
• Identify business requirements (e.g., needs, objectives, functions, features, input and output) for system enhancements; train and test staff on new/enhanced systems
• Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization
• Perform other duties as assigned

• Experience in fraud operations including related federal, industry regulations, standards
• Advanced knowledge of credit and/or debit card dispute issues, patterns and processes
• Working knowledge of fraud detection and related systems
• Advanced knowledge of regulations impacting the security of financial assets, confidentiality of member records and release of information
• Advanced knowledge of Federal and card issuer/associations regulations
• Ability to comprehend, analyze, interpret, communicate and apply government and financial industry regulations related principles and practices, and company instructions, procedures and policies
• Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Experience in supervising and leading employees
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill interacting tactfully and effectively in difficult situations
• Advanced skill recruiting, retaining, coaching and motivating employees to achieve production results
• Advanced database and presentation software skills
• Effective skill developing and implementing programs in a leadership role
• Advanced organizational, planning and time management skills
• Advanced research, analytical, and problem solving skills
• Expert skill building effective relationships through rapport, trust, diplomacy and tact
• Effective skill in results-oriented leadership in a chal