Disputes Operations Supervisor - Remote

Join the people helping people.
For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.
If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”
This application is the first step in seizing your moment.
The Disputes Operations Supervisor is responsible for leading and developing employees into a successful team, holding agents accountable to meet or exceed productivity and service objectives in the fraud and dispute contact center environment. This includes demonstrating a sense of urgency in managing to efficiency of case work and inbound call volume combined with high degree of case management accuracy while delivering a positive member experience for cardholders.
Fraud and disputes case management expertise, critical thinking and judgement skills are necessary to provide guidance to staff working Disputes Operations cases with regulatory compliance, financial liability and reputational implications.
The incumbent must demonstrate change management skills to react and respond to the changing nature of fraud and disputes, department procedures, and company policies.
First shift, Tuesday - Saturday schedule!
Essential Functions & Responsibilities

• Supervise fraud/non-fraud case queues to ensure quality standards are met as they relate to credit and debit card compliance and financial institution requirements.
• Maintain knowledge of statistical reporting to manage production and metrics and general department operations.
• Engage direct reports including skill development, coaching, career pathing, accountability and developing of team identity and morale.
• Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels.
• Maintain proficiency in working all types of fraud and dispute cases, including new procedures and easily navigate department’s knowledge base.
• Perform other duties as assigned.
• Manage daily and monthly agent performance standards, including those pertaining to quality and quantity.
• Assist with onboarding new Disputes Operations services, systems, and tools using strong change management and project management skills.
• Exercise critical thinking, discretion and good judgment in decision making, including account review and advice which carries potential financial impact and/or significant member impact.
• Facilitate incentives, team meetings, team building and recognition activities.
• Resolve manager-level call and case critical issues satisfactorily using excellent judgement and decision-making skills.
• Monitor staff interactions for professionalism, efficiency and adherence to policy and security standards.
• Monitor production levels, including representative adherence and schedules to ensure adequate staffing for volume of inbound and outbound calls.
• Demonstrate leadership that furthers internal growth and advancement.
• Perform necessary personnel actions such as interviewing, hiring, transfers, promotions, performance appraisals, compensation, counseling, disciplinary actions, and terminations in consultation with management and HR.

Supervisory Responsibility

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
• Direct staff, to ensure that all duties are performed according to department performance standards Position Specifications

Knowledge, Skills, & Abilities

• Ability to exercise discretion and good judgment in making decisions
• Ability to be flexible and work under high pressure in a complex environment
• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids
• Maintain high level working knowledge of PSCU dispute processing platforms and vendor processing platforms
• Minimal travel may be required
• Demonstrated excellent analytical and quantitative skills
• High level working knowledge of association fraud/non fraud reason codes, updates, system changes and their impact to employees/clients
• Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion
• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
• Proficiency in word processing and spreadsheet computer software applications
• Proven interpersonal skills
• Ability to maintain confidentiality of materials handled

Education
High school diploma or equivalent required.
Associates Degree in business or related field preferred.
Experience
Three (3) years' experience in fraud management and/or disputes chargebacks required.
Two (2) Years Of Team Lead/supervisory Experience Required.
Thorough knowledge of third-party vendor systems required.
Physical Demands

• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.
• Ability to occasionally lift/move up to 25 pounds
• Specific vision abilities required by this job include close vision
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear

Pay Equity
The Hiring Amount For This Position Based On Relevant Experience And Internal Equity; The Pay Range Is
PSCU is committed to pay equity and a competitive benefits package.
$46,700.00
to
$74,700.00

• Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance.
Benefits
At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.
Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.
PSCU Offers

• Generous paid time off and paid holidays
• Competitive wages
• Beautiful, state-of-the-art campus
• Endless opportunities for advancement

Our Benefits Package Includes

• Adoption Assistance Plan
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Pet Insurance
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
• Wellness program
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Company Paid Disability Insurance
• Basic and Optional Life Insurance
• Legal Plan
• Mental health and Well-being: Virtual mental health support and resources
• Tuition Reimbursement
• Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
• Back-up child care program
• Dental and Vision
• 401k (with employer match)
• Supplemental Insurance

Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check, valid driver's license, and proof of insurance at time of hire and annually.
All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!
PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.
PSCU is an E-Verify Employer. Please click here for the E-Verify Poster in English or Spanish. For information regarding your Right To Work, please click here for English or Spanish.
As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.