Dispute Intake Manager

Dispute Intake Manager

Requirements

• Bachelor’s degree or equivalent experience. Masters preferred.
• Minimum 5 years management experience.
• Minimum 5 years banking operations experience in Call Center Service or comparable area.
• Ability to establish self as a leader and be recognized by other divisions and business partners as a leader.
• Must be able to work in a team environment with the ability to interact well, and in a positive manner.
• Builds credibility as a trusted business advisor through a balance of business acumen, learning expertise, objectivity and client relationship skills.
• Ability to identify and address the concerns of others to overcome resistance, gain support and achieve results.
• Ability to communicate and balance talking and listening to foster candid dialogue while commanding attention across multiple audiences.
• Experience in successfully leading systemic change initiatives.

Responsibilities

• Manages assignments of managers and supervisors to ensure efficient and effective process management, including quality of service, accuracy of responses, and additional key performance indicators.
• Champions and drives execution of process enhancement initiatives with the team and other line of business functions that impact the teams.
• Troubleshoots highly complex issues (many technical) and problems and provides resolution to customers and senior management. Ensures appropriate escalation of customer service, operational and/or specialist issues.
• Ensures service level compliance for deposit fraud claim processing.
• Oversees training program for team and measures effectiveness through execution for a robust quality assurance process.
• Develops relationship with internal business partners and provides executive level updates on team performance.
• Uses effective management skills and tools to ensure dispute performance meets the business outcomes and expectations for the department and Bancorp.
• Provides evaluations and recommendations of resources necessary to accommodate volume increases or changes to service level expectations. Assists in implementing these improvements.
• Analyzes, creates and implements processes and procedures to continuously improve the quality, efficiency and service to exceed customer satisfaction. Ensures reporting to senior management on department performance, key trends and process efficiencies. Assume additional responsibilities as required to fulfill divisional goals.

Preferred Qualifications

• Experience leading remote or virtual teams preferred.
• Applied knowledge of all aspects of learning: analysis, design, development, implementation and evaluation preferred.