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Head of Banking Operations Specialist
2 months ago
We are seeking a highly skilled Head of Banking Operations to join our team at SEIS LLC. As a key member of our operations team, you will be responsible for overseeing the entire disputes process, ensuring customers with legitimate disputes receive an exceptional experience.
The ideal candidate will have a background in consumer fintech and card programs, with experience and judgment to make informed decisions and implement processes. You will be process-oriented, ensuring nothing slips through the cracks, and possess excellent communication skills to interact with various stakeholders.
Key Responsibilities:
- Own the disputes process, ensuring customers with legitimate disputes receive an A+ experience.
- Manage the operational relationship with our partner bank, advocating for our customers.
- Run our AML identification process closely with our partner bank.
- Build and run the process for preventing and investigating accounts with negative balances.
- Manage our debit card inventory from forecasting demand to ensuring timely delivery.
- Improve our current case management system for escalated customer issues.
- Build out our EDD function in partnership with our banking partner.
- Ensure fraudulent merchants don't charge our customers' cards.
- Assist customers flagged for suspected fraud.
- Help customers submit the correct documents for account applications.
- Collaborate with our Customer Support team on disputes and feedback.
- Work cross-functionally to improve our product and resolve technical issues.
What You'll Achieve:
- Our margins will increase because more customers love us.
- Customer Support will no longer manage disputes.
- Our partner bank will recognize us as their most organized and proactive client.
- Legitimate disputes will be resolved quickly.
- We will reduce costs associated with negative account balances.
- More customers will successfully complete our application process.
- Legitimate merchants won't be blocked.
About You:
- Background in consumer fintech and card programs is ideal.
- Experience and judgment to make informed decisions and implement processes.
- Process-oriented, ensuring nothing slips through the cracks.
- Excellent communication skills to interact with various stakeholders.
- Problem-solving skills to enhance efficiency.
- Knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards.
- Genuine desire to delight customers.
What We Offer:
- Relocation assistance to Utah if needed.
- Fully paid medical, dental, and vision insurance.
- 401k available.