Dispute Resolution Leader
4 weeks ago
At Commerce Bank, we're committed to helping people find financial safety and success, and making sure people and their money are taken care of. Our culture is built on the idea that our people are our greatest asset, and we're dedicated to creating an environment where everyone can grow and thrive.
Job SummaryThe Dispute Supervisor will lead a team of Case Investigators in preventing and limiting debit, consumer credit, and commercial credit card losses to customers and the bank through dispute claims filing. This is a critical role in our ongoing efforts to protect our customers and prevent financial losses.
Key Responsibilities- Manage a team to limit financial losses and ensure quality and production standards are met
- Process financial adjustments accurately with approvals
- Provide support and serve as point of contact for the Customer Advocacy Program
- Research and partner with other departments to resolve customer complaints and escalated phone calls
- Maintain and modify departmental policies and procedures to ensure compliance with Consumer Financial Protection Bureau (CFPB) and Federal Regulators
- Proactively find ways to improve processes and work with department management to deliver weekly reports
- Oversee department workflow and effectively communicate decisions, priorities, and relevant information to team members
- Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations, and answer day-to-day questions for team members
- Strong knowledge of bankcard non-fraud disputes and the accounting field
- Strong knowledge of Dispute-related Departmental, Association, and Federal rules and regulations
- Ability to manage various projects, deadlines, and demands simultaneously
- Strong analytical, organizational, and strategic thinking skills
- Excellent customer service skills and ability to research answers and solutions independently
- Ability to maintain a high degree of confidentiality
- Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
- Self-starter with strong decision-making skills and the ability to effectively communicate and interact with all levels of the company
- Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
- Intermediate knowledge of systems such as TSYS, Branch Connections, Mainframe, case databases, and Visa/MasterCard online
- Advance level proficiency with Microsoft Word, Excel, Teams, Outlook, Teams, and PowerPoint
- Associate degree in Business Administration or related field or equivalent combination of education and experience required
- 3+ years dispute investigative or related experience required
- 1+ year supervisory experience required
- 4+ years banking experience preferred
At Commerce Bank, we offer a competitive compensation package, including a base salary range of $53,500 to $63,000 annually, as well as opportunities for career development, education assistance, and voluntary supplemental benefits. If you're passionate about leadership, employee development, customer service, and protecting the bank and our customers from losses, we encourage you to apply for this exciting opportunity.
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