Director, Bank Business Process Consultant - Disputes
About the position
- Responsibilities
- Direct managers who oversee teams responsible for investigating member claims and processing dispute inquiries.
- Develop and recommend improvements to Disputes products, processes, and service delivery.
- Ensure compliance attestations are completed in adherence to guidelines and timelines.
- Lead functional projects and initiatives, communicating project plans and eliminating roadblocks.
- Ensure dispute operations are efficient and effective in meeting member and regulatory requirements.
- Manage department resources to achieve service and relationship goals, including third-party vendor relationships.
- Interact with internal and external audit and regulatory examination teams.
- Build and manage a team of leaders and professionals through recruitment, training, and performance management.
- Identify, measure, monitor, and control risks associated with business activities.
- Requirements
- Bachelor's degree or 4 years of related experience in lieu of a degree.
- 8 years of related experience in bank operations, including program/project management and process improvement.
- 3 years of direct team lead or management experience in a team-oriented environment.
- Strong leadership, motivational, and interpersonal skills.
- Experience handling customer complaints and disputes related to debit, credit, and deposit accounts.
- Understanding of applicable state and federal regulations related to disputed transactions.
- Nice-to-haves
- US military experience through military service or as a military spouse/domestic partner.
- Bank Financial Crimes Experience.
- Experience with core risk management programs including Risk and Control Self-Assessment (RCSA).
- 1st or 2nd Line of Defense (LOD) experience in developing and executing control processes.
- Benefits
- Comprehensive medical, dental, and vision plans.
- 401(k) and pension plans.
- Life insurance and parental benefits.
- Adoption assistance and paid time off program with paid holidays.
- 16 paid volunteer hours and various wellness programs.
- Career path planning and continuing education support.
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