Card Dispute Processing Manager (Oregon City)

Card Dispute Processing Manager (Oregon City) Apply Overview Salary Range $88,960.00 - $122,000.00 Salary Apply Description Grow with Purpose at Rivermark Rivermark Community Credit Union is a local, not-for-profit financial cooperative serving communities across Oregon and Washington. As a member-owned organization, we help people build stronger financial futures through better rates, lower fees, and personalized financial solutions. Our purpose is simple: we transform lives and communities together. That same commitment extends to our employees. We've built a culture where people feel valued, supported, and empowered to grow. We celebrate diverse experiences and perspectives and strive to create an environment where everyone feels a genuine sense of belonging and can show up as their authentic self. Build your career where you belong and help strengthen the communities you call home. At Rivermark, you'll grow with purpose, support your neighbors, and be part of something bigger. Position overview: Oversees the daily operations related to credit and debit card dispute processing, including fraud and merchant disputes. Using knowledge of dispute trends, works in partnership with stakeholders in managing the creation, implementation, and review of credit card, debit card, and other credit union card rules, including portfolio fraud rules. Maintains strong relationships with vendors and business partners to ensure smooth operations of card dispute programs and their compliance with federal and state regulations and Visa rules. Helps establish, monitor, and communicate team’s goals and service level agreements, and ensures their fulfillment. Works in partnership with key business units and member-facing departments with the goal of creating strong controls and seamless processes that support credit union objectives, growth, and our member and employee experience. Performs regular monitoring of help desk calls and other communications that fall within team’s area of responsibility. Uses reporting and data to ensure team provides consistent, exceptional service to members and employees. Helps manage the relationship with internal and external auditors to ensure compliance with credit and debit card regulations, Visa rules and operational effectiveness. Primary responsibilities: Service fulfillment: Manages the daily operations of credit and debit card dispute processing, both fraud and merchant transaction disputes. Partners in the creation of credit and debit card rules and oversees implementation and monitoring. Monitors and supports team to ensure member and employee requests submitted through various service request channels, meet the defined service level agreement. Engages team in using exceptional service skills, uncovering needs, establishing facts, and providing clear and relevant solutions. Procedure Management: Develops and maintains comprehensive written policies, procedures and quick guides for each area of responsibility, and front-line users, ensuring documentation reflects evolving trends and process enhancements. Represents the credit union in meetings with vendors and business partners associated with card fraud and dispute programs, processes and systems. Establishes service level agreements that support business objectives and ensure SLAs are maintained. Assists manager in developing KPI measurements for the Card Dispute Processing Team and monitoring that they are met. Manages team that does research and correction of complex or unusual scenarios. Provides assistance when needed to ensure all available resource materials and options are utilized to arrive at a resolution. Reviews and approves exceptions to guidelines and processes. Uses sound judgement and appropriately balances risk to determine the overall outcome that best supports exceptional service to our members. Operational Efficiency: Coordinates and directs the daily operations of the functional area. Aligns work processes, job assignments, training and scheduling to support exceptional and frictionless member service. Quality Assurance: Monitors department processes and feedback for trends that could be indicative of a larger systemic issue or training needs. Ensures appropriate controls are in place to manage risk and reduce potential loss. Collaborates with fraud teams as appropriate. Promotes a culture of continuous learning and process improvement. Recommends, advocates for, and participates in projects and process improvements to enhance efficiency, and to improve experience and our overall credit union performance. Ensures the team receives relevant training to remain compliant with regulatory requirements. Qualifications Must-haves: Bachelor’s degree. An equivalent combination of education and experience will be considered in lieu of a degree. Card dispute experience required. Minimum of three years progressive management/leadership experience. Minimum of five years financial institution in an operations role required. Comprehensive knowledge and understanding of all applicable credit union policies and procedures, as well as state, federal, and compliance rules and regulations including, Regulation E, Regulation Z, and Visa Rules. Extensive understanding of credit and debit card dispute operations, systems and procedures. Strong skills in analyzing, researching and resolving high risk card transactions. Exceptional service, de-escalation, and coaching skills. Able to create an environment where employees consistently provide a professional, caring and individualized experience to members and employees. Strong collaboration and partnership skills. The ability to successfully interpret, gather, and leverage information to balance risk, and support organizational strategy and the member experience. Able to understand risk inherent in processes and guide the application of appropriate controls. Effectively applies knowledge when determining warranted exceptions. Uses review and analysis of available information, and the present situation, remaining focused on the member experience. Able to successfully hire and manage teams that consistently provide exceptional service through a variety of communication channels. Excellent team building, goal setting and problem-solving skills. Able to build effective teams that work collaboratively with others, and to do the same. Ability to effectively develop and motivate employees. Leads by example and exhibits leadership abilities that create a high-performing, creative, and collaborative work environment that supports business objectives while reflecting and advancing the credit union’s culture, vision, and values. Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships. Able to establish credibility and rapport, partner collaboratively, and work successfully with members and employees at all levels of the organization. Helps create an environment where people feel welcome, a sense of belonging, listened to and engaged. Strong written, verbal communication and interpersonal skills. Ability to apply solid judgment, initiative, and tact in communications with members and staff. Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, correspondence, system upgrades and system testing. Able to maintain high levels of confidentiality. Strong organization, planning and prioritization skills. Successful at balancing responsibilities to ensure completion by deadlines. Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software applications. Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours. Department hours are Monday through Friday, 8 a.m. to 6 p.m. and Saturdays 10 a.m. to 2 p.m. Hours to be discussed. This is a hybrid position and currently works on-site at Oregon City on Tuesdays, Wednesdays, and Thursdays. We offer a competitive benefits package designed to support your well-being and professional growth. Visit our Benefits page to learn more. Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected.