We are looking for a Resolution Manager to join our team. The Resolution Manager will be responsible for leading, inspiring, coaching and developing a group of high performing colleagues on the Error Resolution Team in Banking Operations.  The role will require the investigation and monitoring of disputed customer transactions that are received verbally and/or in writing to ensure we are providing stellar customer service, complying with all applicable regulations, and minimizing financial impact to the company. The Resolution Manager will handle escalated issues which may involve answering/making calls to customers and/or merchants while conducting research.

We’re reinventing banking by focusing on the unmet needs of millennial and underbanked consumers to provide frictionless and free banking with the full suite of financial products. We’re building a disruptive multi-partner distribution model, known as “Bank as a Service”, that places our innovative bank products in natural account opening moments as part of multiple startup banking brands. Our banking experience is built with a customer-centric digital-first model and requires industrial-strength financial technologies and innovation.

ESSENTIAL DUTIES

1. Manage the end to end error resolution process for work stream and ensure that there is adequate staffing to meet the current and projected workload.
2. Maintain employee work schedules including assignments, job rotation, training, vacations (paid time off), cover for absenteeism and overtime scheduling.
3. Coach, mentor and develop staff, including overseeing new employee recruitment, on boarding, and retention of high performing colleagues.
4. Empower employees to take responsibility for their jobs and goals through goal setting, feedback and performance development planning.
5. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
6. Ensure that all regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations.
7. Monitor claims and/or calls to ensure policy adherence, regulatory compliance and identify future coaching opportunities.
8. Foster a spirit of teamwork and unity amongst colleagues.
9. Provide management reporting highlighting team performance and identification of process gaps.
10. Manage sensitive and escalated complaints ensuring senior managers are briefed where appropriate.
11. Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.
12. Investigate oral and written notice of errors for disputed transactions related to ATM / Debit card activity, Automated Clearing House (ACH) activity and unauthorized check activity in accordance with rules and regulations.
13. Gather data from internal and external systems to substantiate transactions and determine appropriate course of action.
14. Communicate effectively and concisely with merchants, colleagues and customers to resolve chargeback and dispute cases.
15. Reconcile general ledger adjustments and/or chargeback cases.
16. Maintain an accurate case history of the dispute process.
17. Escalate to management in a timely manner any issues of concern.

ADDITIONAL DUTIES

1. Provide backup coverage for other managers or colleagues when required
2. Review processes and make process improvement/system enhancement recommendations
3. Performs other duties and functions as required in support of the Banking Operations department.

EDUCATION REQUIRED

Associate Degree or higher preferred or relevant work experience

QUALIFICATIONS

1. Self starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly
2. Inspires others to achieve success
3. Dynamic, proactive and energetic leadership style
4. Proficient in Excel, Outlook, Word and Access
5. Ability to perform basic mathematical calculations
6. Clear verbal and written communication skills
7. Comfortable and skilled in inbound and outbound calls to customers and/or merchants
8. Enjoy new challenges in a rapidly growing environment
9. Must be well organized with keen attention to detail
10. Strong analytical and conflict resolution skills
11. Excellent time and people management skills, with the ability to prioritize and multi-task under pressure of deadlines
12. Demonstrate effective problem-solving skills
13. May be asked to work overtime as necessary

Preferred Experience:

1. 2 -4 years in banking or financial services industry
2. 1+ years of inbound or outbound calling (call center experience)
3. Knowledge of the Electronic Funds Transfer Act (Regulation E)
4. Significant experience managing fraud, risk or dispute processing
5. Significant experience in dispute investigation and resolution
6. Knowledge of the Electronics Payments Association
7. Knowledge of the MasterCard chargeback guidelines
8. 1 – 2 years previous supervisory experience

WORK ENVIRONMENT: 

Work area is a comfort-controlled work environment with a moderate level of noise. Majority of essential job functions will be performed in an open cubicle/workstation. 

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