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Dispute Operations Team Lead

2 months ago

San Francisco, California, United States Cash App Full time
Job Description

Cash App is seeking a highly motivated and experienced individual to lead and drive the Risk Dispute Operations function. The Dispute Operations Group Lead will be responsible for managing a growing operations team, associated key performance indicators (KPIs), and the systems and tools used to action, document, and retain related to Disputes and investigations.

Key Responsibilities:
  • Manage and Lead the Risk Dispute Operations Team: Ensure the team is equipped to identify, prevent, and resolve dispute activity within the Cash App platform.
  • Develop and Implement Risk Management Strategies: Collaborate with cross-functional teams to develop and implement risk management strategies to mitigate potential disputes and ensure compliance with applicable laws and regulations.
  • Monitor and Analyze Dispute Activity: Utilize data analytics to monitor and analyze dispute activity, identifying trends and areas for improvement.
  • Collaborate with Stakeholders: Partner with product, engineering, and other operational teams to ensure seamless communication and collaboration to resolve disputes and improve the overall customer experience.
  • Develop and Maintain Policies and Procedures: Participate in the development and maintenance of policies and procedures to ensure compliance with applicable laws and regulations.
Requirements:
  • 8+ years of relevant fraud or disputes experience: With a focus on risk assessment and management, or payment processing at a financial services company.
  • 8+ years of direct Regulation E dispute experience: With a strong understanding of dispute resolution and risk management.
  • Experience with Visa, NACHA, and other dispute network rules and regulations: With a strong understanding of dispute resolution and risk management.
  • Familiarity with US and global regulatory knowledge: Around the financial and consumer protection laws and regulations governing our work.
  • Strong Communication and Leadership Skills: With the ability to effectively communicate and lead cross-functional teams.