Director of Disputes Operations & Loss Mitigation

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 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.