Director of Disputes

Varo Bank; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Varo Bank seeks a Director of Disputes to transform its disputes function, improve customer experience, and drive operational efficiency. You will oversee both domestic staff and offshore teams, manage disputes processes, and collaborate with Fraud, Product, and Engineering to mitigate losses and ensure regulatory compliance.

You will guide readiness for new products impacting disputes and establish robust risk controls while reporting to senior leadership.

Qualifications

• Minimum 6+ years in fraud/disputes with 4+ years in disputes & chargebacks in fintech or bank.
• Experience managing employees and offshore operations (BPO or MSP).
• Strong data analysis with Excel/Sheets; some SQL experience; work with analytics teams.
• Solid knowledge of dispute regulations (Reg E/Z), NACHA, Visa rules.

Responsibilities

• Oversee domestic and offshore dispute processing teams to meet SLAs and KPIs.
• Refine dispute processes using KRIs/KPIs and strengthen the control environment.
• Collaborate with Fraud, Product, Tech, and Risk to reduce losses and improve CX.
• Lead readiness for new products/features affecting disputes and ensure safe deployment.

Skills

Disputes leadership

Offshore ops mgmt

Data analysis

SQL basics

Regulatory knowledge

Communication skills

Dispute platforms

Six Sigma

Emerging tech awareness

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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