Manager of Disputes

Suncoast Credit Union; Tampa (FL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus program

401K matching

Retirement planning

Employee loan discounts

Flex spending accounts

Medical coverage

Dental coverage

Vision coverage

Mental health resources

PTO wellness days

Disability coverage

Paid holidays

Paid time off

Parental leave

Volunteer hours

Degree assistance

Job summary

Suncoast Credit Union in Tampa seeks a Manager of Disputes to lead the Disputes Department, guiding resolution for debit/credit disputes, ACH, and related error corrections. You’ll oversee task quality, coach staff, and ensure regulatory timelines while aligning with organizational goals.

The role requires 5+ years in dispute resolution within a financial institution, supervisory experience, and strong analytical and communication skills to collaborate across departments and regulators.

Qualifications

• Minimum 5 years in error, credit and/or dispute resolution for a financial institution.
• Supervisory experience preferred.
• Strong organizational and analytical skills to manage responsibilities.
• Excellent written and verbal communication with members, staff, vendors and regulators.
• Ability to analyze complex problems and influence policy and procedures.
• Solid knowledge of credit union products, services, policies and compliance.

Responsibilities

• Lead the Dispute Department for dispute resolution across debit, credit, ATM/ITM, ACH and error corrections.
• Serve as SME and oversee timely, accurate task completion with Supervisors of Disputes.
• Develop and communicate a department vision aligned to organizational goals.
• Track staff productivity and manage escalations from members or teammates.
• Use data to identify trends and coach staff; drive process improvements for efficiency and morale.
• Collaborate with Fraud Risk Management to assess risk and potential losses.
• Provide data-driven decisions on department processes and remediations.
• Prepare comprehensive reporting and monthly forecasting for upper management.
• Ensure compliance with Regulation E, Regulation Z, Visa, FCRA, CFPB and NACHA for ACH disputes.
• Assist with budget development, monitoring and GL reconciliation.
• Identify root causes of escalations and implement preventive solutions.
• Maintain awareness of industry trends and participate in educational events.
• Oversee training and compliance programs for team members.

Skills

Dispute resolution

Supervisory experience

Organization

Communication

Problem solving

Influence

Regulatory compliance

Credit union systems

Job description

Overview

Compensation: $ based on experience and credentials

Location Type: Hybrid

Position Type: Full Time

Schedule: Monday through Friday

The Manager of Disputes will support the Disputes Department by overseeing resolution processes for debit cards, credit cards, credit bureaus, ATM/ITM, ACH, and error corrections. They will assist in setting goals, delegating tasks, and ensuring high-quality member service while fostering a collaborative team environment. This role will help ensure the department meets regulatory timeframes and standards. The Manager will stay informed on industry trends and assist in implementing necessary process changes. They will collaborate with other departments to collaborate on member requests as well as create process efficiencies and improvements. Additionally, they will help track and analyze productivity metrics to ensure timely task completion and regulatory compliance.

Responsibilities

• Lead the Dispute Department that is responsible for dispute resolution for debit cards, credit bureau, ATM/ITM, ACH, as well as error corrections for shares and loans
• Serve as a subject matter expert and work closely with the Supervisors of Disputes to oversee the functions of the team and ensure accurate and timely completion of tasks
• Collaborate closely with the Supervisors of Disputes to oversee the functions of the team to ensure accurate and timely completion of tasks
• Develop and communicate a clear vision for the department and ensure it aligns with overall organizational goals
• Oversee and ensure consistent tracking of staff productivity
• Assist with member or team member escalations
• Utilize data to identify trends and areas for improvement and coach staff accordingly
• Identify and address productivity gaps through process improvement initiatives to create efficiencies and increase morale
• Collaborate with the Fraud Risk Management Team to investigate and analyze potential areas for risk and financial loss through fraudulent disputes
• Utilize data to make strategic decisions on department processes and remediations
• Prepare comprehensive reporting as it pertains to all Dispute team functions
• Deliver data and forecasting to upper management monthly
• Follow service standards, policies, and procedures set forth internally as well as externally with Regulation E, Regulation Z, Visa International, FCRA, and CFPB. Adhere to all applicable NACHA policies for ACH disputes
• Oversee department compliance with regulatory requirements and completion of compliance training
• Assist leadership with department budget development, monitoring, and maintenance
• Oversee the balancing of appropriate general ledger accounts and review all settlements and invoices for accuracy
• Analyze the root cause of escalation and implement effective solutions to prevent recurrence
• Review and recommend new methods or procedures to make daily operations more efficient
• Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
• Set goals for assigned teams to achieve operational and strategic results
• Provide guidance, mentoring, and development opportunities for directly reporting staff
• Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
• Assist with the development, monitoring, and maintenance of the annual budget
• Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
• Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs

Qualifications

• A minimum of 5 years of experience in error, credit and/or dispute resolution for a financial institution
• Supervisory experience desired
• Excellent organization, prioritization and analytical skills to effectively manage areas of
• responsibility and attain organizational goals
• Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to analyze and resolve complex problems or situations
• Ability to positively influence others regarding policies, practices, and procedures
• Strong knowledge and understanding of credit union products, services, policies, and procedures
• Strong knowledge and understanding of regulatory compliance
• Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

#LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/