Job Description

The Chargeback and Resolution Assistant Manager is responsible for overseeing the daily operations of the dispute resolution team, ensuring timely and accurate processing of chargebacks, fraud mitigation, and regulatory compliance. This position provides leadership, coaching, and development to the team while supporting department initiatives and strategic goals. The Chargeback and Resolution Assistant Manager works closely with internal and external partners to enhance dispute processing efficiency and minimize risk exposure.

Core Job Requirements/Outcomes

• Serve as a leader and mentor to the dispute team by providing training, coaching and development opportunities, creating standards of work and identifying process improvements to enhance team member knowledge and growth, eliminating errors and mitigating risk.
• Ensure accurate processing and troubleshooting of all dispute team functions while adhering to applicable rules and regulatory requirements by leading the dispute team through day-to-day functions and ensuring error free processing through established and maintained training.
• Drive team success by implementing performance management initiatives, managing operational assignments and scheduling, selecting quality talent, and assessing and addressing departmental needs.

Core Leadership Principles

• Lead by example by aligning actions with shared values.
• Embrace and communicate organizational direction by enlisting others in a common vision in support of organization values, goals and decisions.
• Effectively lead organizational change by demonstrating and fostering a growth mindset by inspiring your team to do things differently, seizing opportunities, working through challenges and persevering toward a better future.
• Lead performance by providing direction and delegation to create a climate where people are motivated to do their best.
• Encourage the heart by exhibiting empathy, actively listening and celebrating to cultivate team engagement.

Other Essential Functions

• Assist in the completion of risk assessments, disaster recovery planning, business continuity planning and vendor documentation.
• Demonstrate knowledge and maintain expertise in dispute resolution policies, regulations, and industry developments.
• Assist in the execution of department goals in alignment with the strategic objectives of the organization. Perform effective project management and prioritization for department projects including collaboration and partnership with project management staff, vendors and/or other departments.
• Demonstrate the ability to solve practical problems and deal with a variety of situations by exercising flexibility and sound judgment in a fast-paced environment.

Qualifications

Education: Associates degree or equivalent work experience is required

Job Experience: Minimum three years of experience in operations and payment systems or applications required. Knowledge of and familiarity with Regulation E and Z, Mastercard/Visa, and NACHA rules and regulations required. Minimum one year of leadership experience and demonstrated leadership skills in coaching, mentoring, and developing others preferred.

Software Skills: Proficient knowledge of MS Office programs including Outlook, Word, Excel and Teams is required. Experience with other applicable deposit/banking applications is also preferred.

Other Skills: Thorough knowledge of operation functions, systems, regulations, policies and procedures for assigned area required. Ability to take initiative, make solid judgements, and oral and written communication skills including facilitation also required. Ability to work under pressure while still meeting deadlines with well-developed customer relations skills and ability to prioritize work and remain adaptable under pressure also required.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Travel Demands: Occasional travel to branches, training sessions, and industry conferences as needed.

Other: Perform additional duties as assigned for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.

Additional Information

Please review our website for more information at stcu.org/careers.