Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team at option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Job Description

LOCATION

Mountain America Center

9800 S Monroe St
Sandy UT 84070

SCHEDULE

This is a hybrid schedule with both in office and remote work depending on business need.

To be effective an individual must be able to perform each job duty successfully.

• Exemplify Mountain Americas core values and philosophy while fulfilling responsibilities as a leader in the organization; and align personal and team efforts with the mission and vision of the credit union.
• Direct and manage the daily workflow processes and functions of the Dispute Team to effectively advocate for members involved in disputes and maximize recoveries through the dispute process.
• Direct and manage compliance and quality evaluations on Dispute Team; apply appropriate decision-making to ensure quality service to members productivity and accuracy; and appropriately recognize and reward Dispute Team performance.
• Coach train and model appropriate communication with members and all areas of the credit union to ensure a high-quality experience for members involved in disputes.
• Mentor train and develop the Assistant Manager as a leader in organization.
• Ensure that regular performance evaluation reports are generated and appropriately distributed including proper case/workflow management and write offs; and analyze trends in dispute process and resolution.
• Monitor telephone and written communication to ensure conformance to established service standards; to track employee performance; increase efficiencies; and recommend enhancements for continual quality improvement.
• Complete annual performance reviews and establish results-focused goals for all direct reports and oversee performance reviews for the entire Dispute Team.
• With Assistant Manager conduct training and coaching on Visa Dispute Guidelines network rulesprocesses internal policies and procedures and appropriate decision-making.
• With Assistant Manager ensure quality control metrics are being appropriately evaluated and thatregular coaching occurs.
• Regularly evaluate Dispute Team performance and complete annual performance reviews.
• Assist with processing chargebacks and act as a direct point of contact for any questions or concerns regarding the dispute process escalations and/or possible dispute abuse.
• Effectively communicate with direct supervisor on all matters related to own job responsibilities and Dispute Team operations.
• Demonstrate effective lateral management and cross functional expertise while collaborating with other business units on matters pertaining to disputes.
• Provide assistance and training to other business units to mitigate compliance risk increase efficiency and improve member experience in matters related to disputes as appropriate.
• Keep current on organizational and industry guidelines and changes and communicate said changes as appropriate.
• Demonstrate proper stewardship in managing the Dispute Team budget staffing levels and other needs.
• Comply with all regulations as required by law including but not limited to Bank Secrecy Act OFAC FACT Act GLBA Regulation CC (funds availability) Regulation DD (TIS) SBA regulations Regulation E Regulation Z and other regulations as required by law as they relate to the position.
• Performs all other duties as assigned

Education/Experience

• 5 years professional experience in a progressive financial setting.
• OR 2 years professional experience in a progressive financial setting and a Bachelors degree from an accredited institution in criminology/criminal justice business marketing finance economics or related field
• Professional experience in a Dispute resolution setting preferred.
• 3 years experience supervising teams.

Licenses Certifications Registrations

• Formal current training in Visa Regulations Chargebacks Representments and Arbitration is preferred

Managerial Responsibility

• Has supervisory/managerial responsibilities that are direct or through work leaders or assistants typically with a subordinate group of 2 to 15 employees. Estimates personnel needs and assigns work to meet these needs. Supervises coordinates and reviews the work of assigned staff. Recommends candidates for employment conducts performance evaluations and salary reviews for assigned staff and applies company policy.

• Language Skills

  • Demonstrated ability to clearly express ideas methodology results and recommendations verbally in writing and through insightful reports and graphic illustrations

  • Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

• Other Skills and Abilities

  • Demonstrated ability to recruit engage and coach employee performance.

  • Experience in Visa regulations and chargeback procedures.

  • Experience in all related compliance regulations and applicable laws are required.

  • Ability to work both autonomously and collaboratively in a fast-paced environment.

  • Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines

  • Adaptive to change responds positively to altered circumstances or conditions

  • Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.

  • Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook Word PowerPoint and Excel

• Experience and knowledge of Visa Chargeback systems preferred.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Must be able to and use hands to handle/feel occasionally

Ability to sit talk and hear consistently

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Color vision (ability to identify and distinguish colors)

Weight Lifted or Force Exerted

Frequently lifts up to 10 pounds occasionally lifts up to 20 pounds and rarely lifts up to 100 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers light traffic)

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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.