Manager, Disputes & Chargebacks - BankCard

About Working at Commerce 

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.  

Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. 

Compensation Range

About This Job

The main purpose of this job is to lead a dispute/chargeback investigation team that supports the Debit, Credit, and Commercial Card lines of business providing dispute resolution for customers.

Essential Functions

• Manage a dispute and chargeback investigation team, ensuring timely and accurate resolutions for customers

• Serve as subject matter expert in Card disputes with a broad understanding of industry requirements and regulations

• Effectively resolve team inquires and escalated issues related to card disputes

• Ensure team performance meets or exceeds quality standards through effective communication, customer support and sound organizational practices

• Drive continuous improvement within the team to enhance efficiency, accuracy and customer satisfaction

• Review processes for opportunities to be more streamlined and efficient

• Follow up to ensure regulatory compliance as needed

• Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs

• Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required

• Communicate decisions, priorities and relevant information to team members effectively

• Support budget management, planning and expenditure

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the card dispute industry, including best practices and understanding of Reg Z and Reg E regulations

• Demonstrated knowledge of technologies third-party platforms used to process and manage disputes efficiently and in compliance with regulatory standards

• Demonstrated ability to communicate critical information quickly and effectively to senior management and branch network

• Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems

• Ability to drive results and balance management of organizational risk and meeting goals of the business

• Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals

• Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook  

Education & Experience

• Bachelor’s degree in Business Administration or equivalent combination of education and experience required

• 6+ years dispute card servicing or related experience required

• 3+ years leadership/supervisory experience required

**Hybrid Schedule: In office 2 days per week
 

***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles.  This compensation range is for the Manager, Disputes & Chargebacks - BankCard job and contemplates a wide range of factors that are considered in making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $70,500 to $83,000 annually.

#LI-Hybrid

The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.  Click here to learn more.

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