THE OPPORTUNITY:
We are seeking a talented Dispute Resolution Center Project Lead who will provide support and expertise for the Dispute Resolution Center and leads diverse projects that enhance Chargeback and Dispute Processing operations. Identifies, designs, drives and implements business process improvements that enhance quality, speed and efficiency results. Supports the development of a quality culture through training, feedback, and the development of improved technology on applicable systems as well as researches and identifies new enhancement opportunities. The Project Lead is the primary interface between the Client, Product and Technology as well as across different development teams to enhance operational effectiveness. Analyzes business problems and opportunities and formulates a solution to meet the requirements while fitting into the capabilities of our systems and resources. Ensures that client requests are initiated correctly, worked timely and follows the workflow process being established. Participates in the system set up for converting clients. Works as the primary contact and subject matter expert for regulatory changes/requirements (Association rules and regulations E and Z) while managing implementation throughout related projects. Partners with internal teams to write technical client facing procedures/manuals associated with new projects and operational changes.
WHAT YOU CAN LOOK FORWARD TO:
Work with Clients to coordinate Chargeback project work (including conversions, regulatory changes etc.) to ensure that Co-op meets client expectations.
Manages and inspects platform/system related phases of the Chargeback tasks for client conversions and implementations to meet and exceed client expectations.
Reviews incoming Work Orders and makes necessary adjustments to client program files to ensure accurate records are maintained.
Reviews and makes assessment of new client requests; coordinates with department management the assignment of new clients to appropriate parties while ensuring proper onboarding steps are taken.
Take appropriate actions on those clients offboarding from Co-op.
Consults the client on best practice options to meet the needs for their products and services.
Manages communication for project implementations to ensure Dispute Resolution Center team members are informed.
Leads, investigates and assists in root cause analysis and problem resolution as needed to ensure that clients receive prompt, efficient service.
Provides the highest level of internal and external customer service.
Communicates with clients and Co-op staff in a professional manner.
Manages the CUNA Mutual Claims Automation Service including activation/deactivation requests, maintain department records for active clients.
Participates and represents the department on various internal launch teams and committees for Co-op products and services.
Acts as Subject Matter Expert (SME) for changes/Maintenance Upgrades in Data Navigator/FIS platform systems. Reviews monthly Maintenance Upgrade technical documentation related to Chargeback processing. Drafts and approves final notices for impacted clients.
Create/update department policies and procedures as needed.
Identify, plan and implement operational improvements to achieve organizational efficiency and quality improvement goals.
Identifies, analyzes and documents business requirements.
Creates and maintains necessary project documentation to ensure Dispute Resolution Center standards, quality standards and deadlines are met.
Continually seeks and implements improvements for work processes.
Leads Resolution Center, iCO, FIS/Data Navigator, MasterCard Connect, Visa Resolve Online, and other Dispute Processing/Chargeback system enhancements and provides testing as required.
Designs and executes test scripts and scenarios to determine issues in process or service.
Work as the primary liaison between Dispute Resolution Center and other departments for designing functional solutions to meet business needs.
Acts as a resource to both internal/external clients and effectively communicates to ensure expectations are met.
Recommends and implements new processes and changes that ensure the overall solution meets business needs and enhances the team’s performance.
Assists with the business case and approvals.
Creates scope and requirements for Chargeback initiated projects to meet department goals.
Maintains accountability for the accomplishment of team and organizational goals.
Oversees project tasks so project team is able to meet business objectives.
Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
Assist in initiating new requests, monitoring the progress of inflight requests and ensuring expected deadlines are met. Provides subject matter guidance.
Lead evaluates new requests and understand whether all requirements have been fulfilled.
Initiates new requests to appropriate parties and communicate expected due dates.
Monitors requests to ensure compliance with internal guidelines and ensure client expectations are met.
Actively supports strategic future, culture and leadership practices by providing necessary training and resources. Creates successful partnerships
Partners internally and externally - with other Co-op staff, clients, vendors, business partners and owners.
WHAT YOU’LL NEED TO SUCCEED:
Extensive product knowledge and minimum 2 years Co-op experience preferred.
Adult learning and training principles.
Project Planning.
Extensive Chargeback experience, a minimum of 5 years
Knowledge of MasterCard and Visa Regulations.
Must possess excellent organizational and communication skills, both written and orally. Interpersonal communication skills are a must.
Customer Service Expertise.
Microsoft Word, Excel, Outlook and Access skills.
Decision making/problem solving skills.
Team skills.
Project management skills.
REQUIRED EDUCATION and EXPERIENCE:
High School Diploma.
Associates Degree from an Accredited Institution (may be substituted for 5 years of industry experience).
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THE PERKS
Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.
Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
401K with generous company match.
Tuition reimbursement.
Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.
Co-op is a payments and financial technology company created by and for credit unions. We’re bringing new technology and insights to the... Read more