Dispute Intake Performance Manager
About the role
As a Dispute Experience Performance Manager you will be joining our rapidly-growing Financial Services Operations Team to drive continued improvement at our member facing Dispute Intake and Status Update Operations. You will be responsible for collaborating cross-functionally with internal and external stakeholders to manage and drive KPIs and performance. You are a problem solver who is experienced in diagnosing performance challenges, devising solutions, and navigating ambiguity. As a Performance Manager, you are passionate about delivering a member-obsessed dispute experience, finding creative solutions for complex problems, and coaching external teams so they reach their full potential. The ideal candidate is a data driven operational excellence champion who will advocate for accountability and member delight throughout the dispute intake lifecycle. We’ll rely on you to help us ensure our dispute intake operations team is processing member disputes inquiries timely and within compliance, and that we are well-positioned to scale our operations as we grow to serve tens of millions of Chime members across several financial services products.Â
This job cannot be performed in the state of Colorado.
In this role, you can expect to
- Manage Business Process Outsourcing (BPO) performance, including monitoring and reporting metrics such as productivity, NPS, and service level, generating quality improvement plans as needed.Â
- Validate Dispute Intake Operations reporting requirements and manage through data and utilize internal KPIs to drive performance.
- Collaborate with internal and external teams to ensure the timely execution of Dispute Intake Operations following Federal Regulations E and Z, NACHA Operating Rules, payment network (Visa, MasterCard) rules, and other applicable regulations.
- Celebrate excellent performance and empower your team to improve areas of opportunity. Manage a small team of Dispute Experience Performance Associates. Hire and train new team members as the business grows.
- Assess your team’s ability and progress toward the achievement of performance goals. Regularly prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders.
- Consistently provide excellent member experience across written and voice channels. Work closely with vendor management and workforce management to drive quality improvement. Â
To thrive in this role, you have
- 6+ years of Operations experience with hyper growth companies; at least 3 of those years in an operations management or vendor management role. Experience working with banks, payment networks, and back-office Dispute Operations preferred. Experience managing people required Â
- The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner. You communicate clearly and concisely, and can tailor your approach to the needs of your audience
- A passion for knocking out the tasks on your checklist - you possess incredibly strong project management and prioritizing skills
- The ability to foster a cohesive and creative work environment with internal and remote teams and across multiple time zones
- A passion for discovering problems and finding the best possible solution.Â
- A strong desire to work for a fast-paced, high-growth organization
- Advanced G Suite skills and dashboarding experience using data visualization tools such as Looker required
- Basic SQL experience and a desire to grow this competency required
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.Â
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.
What we offer
- đź’° Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home officeÂ
- 🏝 Generous vacation policy and company-wide Take Care of Yourself DaysÂ
- đź–ĄÂ Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with federal, state, and Cook County ordinances. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.Â
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