VP, Disputes — Hybrid Credit Card Resolution Leader

CardWorks Servicing LLC; Orlando (FL); Hybrid; USD 160,000 - 230,000; Full time

Benefits offered by this job

401(k) match

Medical, Dental, Vision

Paid vacation

Wellness programs

Employee engagement activities

Job summary

CardWorks Financial Group is seeking a seasoned VP, Disputes to lead end-to-end dispute resolution for Fraud, Billing Disputes, and Client Accounting across Merrick Bank and non-affiliate clients. The role emphasizes leadership, regulatory compliance, and cross-functional collaboration from Orlando or Pittsburgh with hybrid or remote options.

You’ll drive improvements in processes, customer experience, and risk management.

Qualifications

• Bachelor’s degree in business, finance, or a related field.
• Minimum 10 years of experience in credit card disputes or related roles.
• Minimum 5 years of leadership experience.
• In-depth knowledge of credit card processing systems, dispute management protocols, and regulations.

Responsibilities

• Lead and develop a high-performing team responsible for disputes including chargebacks, fraud, billing, and payment disputes.
• Define and implement strategic direction for dispute resolution to improve efficiency, customer experience, and regulatory compliance.
• Ensure timely resolution of disputes, minimizing loss and fraud exposure.
• Collaborate with risk and fraud teams to mitigate future disputes and fraud issues.
• Improve customer experience during the dispute process and keep customers informed and supported.
• Manage budget and headcount adherence for the disputes function.
• Set goals, objectives, and KPIs with senior leadership for the disputes team.
• Coordinate with Compliance, Customer Service, Collections, and Operations to address complex issues.
• Advocate for customers and drive initiatives to improve satisfaction and loyalty.
• Stay updated on laws and regulations; ensure policy compliance and regulatory readiness.
• Perform other duties as assigned.

Skills

Leadership

Dispute management

Regulatory compliance

Fraud & chargebacks

Stakeholder engagement

Education

Bachelor’s degree in business/finance or related field

Tools

Dispute management software

Data analytics tools

Job description

CardWorks Financial Group is seeking a seasoned VP, Disputes to lead end-to-end dispute resolution for Fraud, Billing Disputes, and Client Accounting across Merrick Bank and non-affiliate clients. The role emphasizes leadership, regulatory compliance, and cross-functional collaboration from Orlando or Pittsburgh with hybrid or remote options.

You’ll drive improvements in processes, customer experience, and risk management.