Remote - Dispute Operations, Disputes Manager

We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.

At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.

JOB DESCRIPTION

The Dispute Operations, Dispute Manager plays a central role in overseeing the partnership between Green Dot and its external service providers related to dispute processing, focusing on optimizing service delivery and enhancing business performance. By managing these relationships, this role ensures that outsourced processes are executed efficiently, cost-effectively, and processes are executed in accordance with company standards and targets. Responsibilities include monitoring inventory of dispute claims, resource allocation, tool and system access, issue management, business continuity, and library management. Through their efforts, they support the company’s ability to adapt to market changes and maintain competitive advantage by leveraging external expertise and resources.

BPO Manager Job Duties

• Oversee the daily operations of the BPO team, ensuring that all processes are executed in accordance with company standards and targets.

• Implement controls that monitor the tools and access needed for BPO agents to complete all processes.

• Ensure resources of the BPO team are allocated appropriately so that the inventory of dispute claims (customer and bank initiated) is being worked within SLA.

• Develop and implement strategic plans to enhance productivity, quality, and customer satisfaction while reducing costs.

• Oversee the recruitment, training, and mentoring of BPO staff, providing them with the guidance and resources necessary to perform their duties effectively.

• Liaise with BPO to understand their requirements, set expectations, and maintain ongoing communication for continuous service improvement and issue management.

• Analyze performance data to identify trends, forecast demand, and allocate resources accordingly to meet business objectives.

• Negotiate contracts with vendors and service providers to secure advantageous terms and ensure compliance with legal and organizational standards.

• Execute the implementation/onboarding of new BPO providers.

• Implement risk management procedures to protect company and client interests, addressing any security or compliance issues promptly.

• Ensure business continuity plans with the BPO teams are in place and tested annually.

• Explore and integrate new technologies and methodologies to streamline operations, enhance service delivery, and stay competitive in the market.

Experience/Qualifications: 

• Bachelor’s degree

• 5+ years of hands-on experience managing BPO vendors or workforce planning of service providers/call centers.

• Preferred experience within financial services.

• Proven experience in self-management, with the ability to work autonomously, set personal goals, and consistently meet deadlines without supervision.

• Demonstrated ability to independently identify and troubleshoot issues, using a proactive and analytical approach to find effective solutions.

• Strong problem-solving and analytical abilities.

• Excellent communication and interpersonal skills.

• Ability to thrive in a fast-paced and dynamic work environment.

POSITION TYPE

Regular

PAY RANGE

The targeted base salary for this position is $62,700 to $95,700 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.