Director of Disputes

Varo Bank; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Varo Bank is seeking a Director of Disputes to lead the transformation of the Disputes function, enhancing customer experience, reducing losses, and ensuring regulatory compliance across product initiatives with cross-functional partners.

You will oversee offshore teams, manage SLAs and KPIs, and collaborate with Product, Tech, Data/AI, Fraud, and Risk teams to deliver a high-performing disputes operation and readiness for new product features affecting disputes.

Qualifications

• Progressive experience in fraud and disputes, including disputes & chargebacks in a banking/fintech environment.
• Experience managing domestic and offshore teams (BPO/Managed Services).
• Analytical thinker with ability to translate data into actionable strategy; basic SQL and Excel skills preferred.
• Knowledge of dispute regulations (Reg E, Reg Z), NACHA rules, Visa network rules.
• Strong written/verbal communication and collaboration skills.
• Experience with disputes management platforms (e.g., Visa VROL).
• Six Sigma/Lean certifications preferred.
• Awareness of emerging technologies and automation in fraud.

Responsibilities

• Oversee Dispute Operations for domestic staff and offshore providers.
• Monitor and refine dispute processes using KRIs/KPIs.
• Maintain control environment via risk assessments and remediation plans.
• Collaborate with Fraud to identify patterns and mitigate losses.
• Serve as escalation point for disputes and reporting.
• Drive transformational and tactical improvements with product/engineering teams.
• Lead readiness for new products impacting disputes and guide implementation.

Skills

Dispute operations leadership

Offshore management

Data analysis (SQL)

Regulatory knowledge (Reg E/Z, NACHA,

Job description

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.

About The Role

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us. The Operations team at Varo consists of creative, enthusiastic, and forward-thinking individuals dedicated to safeguarding our customers and Varo.

As the Director of Disputes, you will be instrumental in transforming Varo’s Disputes function to improve the customer experience, drive operational efficiencies, mitigate losses and ensure regulatory compliance through close collaboration with Product, Tech, Data/AI, Fraud, and Risk teams. Additionally, you will be responsible for overseeing the daily production of our offshore teams, managing them through SLAs and KPIs to ensure we meet our commitments to customers and manage losses while adhering to regulations.

How You'll Make An Impact

• Manage Varo Bank's Dispute Operations, encompassing oversight of both domestic employees and off-shore managed service providers for dispute processing.
• Monitor and refine dispute processes & procedures using Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs).
• Maintain a robust control environment through the performance of risk and control self-assessments and the execution of necessary remediation plans.
• Partner with the Fraud team to identify emerging fraud patterns and implement loss mitigation strategies.
• Act as the primary escalation point for all dispute issues and necessary reporting.
• Identify and drive both transformational improvement as well as tactical enhancements collaborating with product and engineering teams to transform the customer experience, minimize losses, ensure regulatory compliance, and boost operational efficiency.
• Lead readiness efforts for new products and features impacting disputes, working closely with implementation teams to ensure safe and successful deployment.

The Skills And Experiences You'll Bring

• 6+ years of progressive experience in fraud / disputes, with at least 4 years focusing specifically on disputes & chargebacks within an innovative bank or fintech, preferably with a Visa issuer.
• Experience managing employees and off-shore operations (BPO or Managed Services)
• Analytical and critical thinking skills with the ability to translate complex data into actionable strategies. Prefer some experience with simple SQL queries and proven ability to use Microsoft Excel / Google Sheets features to analyze data to formulate recommendations. Collaboration with Analytics teams for more complex analysis.
• Knowledge of Dispute regulations (e.g. Regulation E, Regulation Z), NACHA rules and Visa card network rules
• Excellent written and verbal communication skills, interpersonal and collaborative skills
• Experience with specific dispute management platforms and systems (e.g. disputes case management systems, Visa VROL, etc)
• Preferred Six Sigma or Lean certifications
• Knowledge of emerging technologies, process automation tools and fraud trends

For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.

Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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