Supervisor, Chargeback

US-CA-Rancho Cucamonga

Req No. 2
Category Management
Type Full-Time

The Opportunity

We are seeking a talented Chargeback Supervisor to Supervises and coordinates the operations of the Chargeback and Dispute Processing staff. Focus is on processing and resolution of Visa & Mastercard disputes for members of CO-OP Financial Services credit unions, while ensuring maximum productivity and minimal loss through accuracy and efficiency with a quality customer service focus.

• This position is temporarily-remote. That means that this position is currently remote due to COVID. However, once we transition back into the office, the manager would prefer for this person to work in the physical office.

What You Can Look Forward to

• Supervises and directs Chargeback staff ensuring daily production of claims processing. Monitors and analyzes workflow, productivity, accuracy and mitigates financial losses.
• Develops, coaches, reviews and documents employee performance and attendance to maintain department effectiveness. Coordinates department and systems training for employees. Maintain a high level of visibility with staff to help resolve issues. Coordinates and oversees any special duties as assigned by management.
• Manage functional teams within the department, providing leadership to direct reports while ensuring client service and quality standards are met.
• Manages, evaluates performance and develops team of direct reports.
• Monitors daily workflow and acts as an escalation point for operational issues for staff; maintaining a working knowledge and understanding of the Visa/MasterCard Chargeback rules and requirements pertaining to claims processing.
• Conducts or assigns monthly audits of actions taken on claims by staff to ensure accuracy and compliance.
• Creates/updates department policies and procedures as needed.
• Participates and represents the department on various internal launch teams and committees for CO-OP products and services.
• Keeps abreast of external changes in the dispute processing environment; ensures internal staff is properly trained.
• Reviews Visa and/or MasterCard notification/mandates to support compliance with Chargeback processing requirements. Assists in communicating updates to staff and/or credit unions clients.
• Acts as Subject Matter Expert (SME) for changes/updates in platform systems and rules related to Chargeback processing.
• Acts as escalation point between, platform processors for reporting and tracking of issues in corresponding systems and networks for issues related to Visa and MasterCard.
• Reviews and makes assessment of new clients to assign Chargeback Analyst resources. Performs periodic review case workloads and makes recommendations on client reassignments as needed.
• Coordinates and oversees any special projects as assigned by management.
• Must react to change productively and handle other essential tasks as assigned.
• Adhere to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
• Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
• Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You'll Need to Succeed

• High school diploma required or GED.
• Four years of supervisory experience in a financial institution or EFT and 4 to 5 years related experience with chargeback processing and/or equivalent combination of education and experience required.
• Competence required in Microsoft Office applications including Microsoft Access.
• Experience in Chargeback and Settlement operations.
• Competence required in Microsoft Office applications.
• Strong knowledge of network operations and acquirer and issuer responsibilities.
• Demonstrate strong people management and leadership skills.
• Strong organization, listening and problem-solving skills are critical.
• Advanced knowledge of Microsoft and Windows Operating System.
• Excellent time management skills, detail oriented, able to handle multiple tasks simultaneously and display good follow-up skills.
• Demonstrate a positive team attitude.
• Ability to effectively communicate and work across all areas of CO-OP financial Services as well as vendors.
• Some overnight travel may be required.
• Must possess strong verbal and written communication skills.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce where every employee can live up to their pull potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP's commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

• Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
• Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.
• Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
• 401K with generous company match.
• Tuition reimbursement.