Chargeback and Disputes Supervisor
Employee Applicant Privacy Notice
Who we are:
Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.
The Supervisor leads a team of agents and motivates them to meet or exceed performance standards and ensure that day to day issues are taken care of so agents can be successful. The Supervisor will also be responsible for the distribution of the workload among the agents and ensure that all work is completed within Association Guidelines and in compliance with Banking Regulations.
Duties and Responsibilities: To be effective, an individual must be able to perform each job duty successfully.
- Manage workflow and assign casework as required to ensure department and client SLA's are met.
- Assist agents in their duties including backing up agents in case of peaks in volume and agent absences.
- Assist department manager with Performance Evaluations, disciplinary actions, etc.
- Works closely with Chargeback Operations Manager on handling day to day personnel issues and makes recommendations regarding hiring, promotions and terminations.
- Assists with tracking operational performance data and communicating status updates to Chargeback Operations Manager.
- Identifies and recommends appropriate process improvements to accommodate client, system and other business changes.
- Completes Quality Assurance Audits for subordinates by appropriate deadlines and helps identify opportunities to improve the quality of work performed.
- Coach staff, provide constructive feedback, reward and recognize employees for accomplishments.
- Participate in projects and provide input on team needs.
- Work with Chargeback Operations Manager to troubleshoot escalated issues.
- Other duties as assigned.
Qualifications:
- High School Diploma or GED is required.
- 1-2 years of chargeback/dispute experience preferred.
- Regulation E error resolution experience preferred.
- Good working knowledge of MS Office (Word, Excel, Outlook).
- Demonstrated strong leadership skills and ability to supervise others.
- Must treat everyone with respect.
- Must have the ability to positively motivate a team.
- Superior written and verbal communication skills.
- Demonstrated ability to manage multiple tasks and meet deadlines.
Why you’ll love working here:
- Competitive salary packages and bonuses
- Comprehensive medical, dental, vision and life insurance benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning Retirement plans and planning
- Tuition reimbursement on approved programs
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
- Fully stocked kitchen (snacks and drinks)
Galileo Financial Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The health and safety of our employees and their families is our top priority. Due to the ongoing nature of the COVID-19 pandemic, and because unvaccinated employees pose a direct threat to the health and safety of others in the workplace, effective on November 1, 2021, U.S. employees must be fully vaccinated to work from any of our offices, travel for business or attend work-related meetings.The company will make reasonable accommodations when possible for employees who are unable to be vaccinated because of a disability, pregnancy, sincerely held religious belief, or for other legally required reasons.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsDue to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.