Manager of Disputes

| Charlotte, NC, USA | Hybrid
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Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.

Varo’s Fraud and Dispute Operations is composed of forward-thinking, creative, and enthusiastic individuals, who are constantly striving to safeguard the financial sector, our customers, and Varo. As the Manager of Disputes, you will play a key role in driving the global and US Based Disputes program, including the development of operational treatment strategies, continuous improvement initiatives, and daily SLA and production oversight.

You will develop deep expertise on the process and be responsible for driving improvement initiatives with a focus on balancing efficiency/risk and customer experience while maintaining regulatory compliance across internal operations. Through data-driven insights, you will develop recommendations for process improvements, new process standards, and agent tooling improvements. You will operationalize these recommendations through strong project management in partnership with Data Science, Product, Risk, Financial Crimes Risk Management, and others.

What you’ll be doing

  • Oversee the Global and US-based Dispute Operations for Varo Bank
  • Design, monitor, and refine processes based on Key Risk and Key Performance Indicators
  • Review Monitoring Strategies and partner with Strategy and Product on alerting strategies as well as recommendations for performance and effectiveness rate improvements
  • Serve as the escalation point for dispute-related issues and reporting as needed
  • Gather feedback and recommendations and translate them into requirements working directly with product and engineering teams to maintain Varo’s Reg-E program
  • Partner with Quality, Learning, Content, Risk, and others to identify agent improvement opportunities; team up to execute on those opportunities
  • Launch readiness efforts for new products/features; work closely with implementation teams to ensure a safe and successful launch
  • Provide impact analysis on the customer experience and advocate for improvements
  • Contribute to a culture of trust, collaboration, and commitment to excellence

You’ll bring the following required skills and experiences

  • Worked in other FinTechs or innovative Financial Institutions
  • Direct experience in Fraud or Dispute operations and management of investigations
  • A minimum of 5-7 years in banking
  • Knowledge of Fraud and Dispute solutions, tuning, and industry best practices
  • Collaboration with analytics teams or using large amounts of data to drive business decisions
  • Previous experience working with banking regulators and knowledge of Fraud/Dispute operations as well as related regulations
  • Excellent written and verbal communication skills, interpersonal and collaborative skills
  • Ability to think of creative solutions while balancing managing risk

We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you!

About Varo

Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all-digital, mission-driven, FDIC-insured, and designed around the modern American consumer. 

As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.

We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.

Varo. A bank for all of us.

Our Core Values

- Customers First

- Take Ownership

- Respect

- Stay Curious

- Make it Better

Learn more about Varo by following us:

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Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Beware of fraudulent job postings!

Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.

CCPA Notice at Collection for California Employees and Applicants:

More Information on Varo Bank
Varo Bank operates in the Fintech industry. The company is located in San Francisco, CA, Draper, UT and Charlotte, NC. Varo Bank was founded in 2015. It has 1000 total employees. It offers perks and benefits such as Volunteer in local community, Friends outside of work, Eat lunch together, Open door policy, Team based strategic planning and Open office floor plan. To see all 9 open jobs at Varo Bank, click here.
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