About the role

Director of Bank Claims Operation overseeing Claims Reconciliations and managing bank dispute processes. Leading projects and team development while ensuring regulatory compliance across the organization.

Responsibilities

Provides oversight for the end-to-end process of bank disputes and resolutions
Ensures bank dispute operations is efficiently utilizing allocated resources and effective in terms of meeting member, organizational and regulatory requirements
Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility, and identifies, develops, and recommends improvements to Disputes Fraud and Non-Fraud processes and service delivery across all channels
Leads functional projects, programs, and initiatives through successful execution and implementation
Responsible for oversight of budgets and forecasts based upon the approved operational plan and vision
Directs department resources across all units to achieve service and relationship goals, to include internal employees, contractors and offshore third-party vendors
Ensures controls are completed in adherence to guidelines and timelines; may own or assist with the mitigation and closure of internal Issues
Interacts with and responds on a regular basis to both internal and external audit and regulatory examination teams
Builds and manages a high performing team through hiring activities, mentoring, training, coaching, and development of direct reports
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Bachelor’s degree; OR 4 years of related experience may be substituted in lieu of degree
8 years of related experience in bank operations to include program/project management, process improvement, or business analysis
4 years of operational risk experience in a highly regulatory environment
3 years direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment
3 years of experience working with Federal Regulations as it relates to Fraud and Disputes, specifically knowledge of Regulation E, Regulation Z and/or UDAAP
Strong leadership, motivational, and interpersonal skills
Advanced experience handling customer complaints and disputes related to Deposit or Credit Card accounts
Comprehensive understanding of end-to-end process for Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes