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Card Disputes Team Lead

Expired Job

Flagstar Bank Jackson , MI 49201

Posted 2 months ago

Position Title

Card Disputes Team Lead


Main Office (Jackson, MI)

Job Summary

This job is responsible for overseeing all aspects of the Card Disputes team with constant focus on meeting daily production deadlines and ensuring all disputes meet Reg E timelines. Includes responsibility for obtaining satisfactory or better ratings for the department on all operational and compliance audits. Review/update team procedures, assist with UAT testing, and complete scorecards and KPI metrics. This position will regularly perform duties similar to staff in the Card Disputes teams, which include the following examples: card maintenance, mobile card applications, dispute processing and inventory monitoring.

The team lead position will train staff and/or vendors, oversee workflow and handle problems/situations, including escalation and research. The position will direct the work of multiple non-exempt employees and may be asked for input for performance reviews/performance improvement matters.

This position will also maintain card processing and vendor relationships, including invoice review. Also, responsible for various internal controls as well as offsite vendor audits related to regulatory matters. Constantly evaluates and improves processes in the light of efficiency, productivity, effectiveness, service and flexibility as well as changing needs in regards to Reg E in card services. This position will also work closely with Financial Crimes Unit when identifying possible fraud at merchant locations that may result in changes to our rules for debit card processing.

Job Responsibilities:

  • Participates in daily production activities noted in above job summary.

  • Oversees, coordinates, and verifies the daily activities of the team. Resolution of difficult or more complex or escalated situations that may involve deviation from normal operating procedures with management support and guidance.

  • Assists in development and maintenance of procedures to satisfy corporate, legal and regulatory guidelines and requirements. Participates in testing system changes.

  • Communicates effectively with immediate manager on all important department matters and developments. Includes responding to questions from internal departments and management regarding department activities.

  • Facilitates comprehensive training to appropriate staff members on bank system and job functions. Manages various vendors and contracts to ensure appropriate service levels and needs are met. (card processing providers).

  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:

  • High School Diploma, GED, or foreign equivalent required.

  • Bachelor's Degree in Business, Business Management, Finance, or related field preferred.

  • 4+ years banking operations or retail banking experience.

  • Previous supervisory experience preferred.

  • DNA and Card Dispute experience helpful as well as knowledge with Reg E.

  • Ability to look for ways to improve and promote quality.

  • Ability to coach others in a positive manner to improve service levels and business unit efficiency.

  • Excellent verbal and written communication skills.

  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure.

  • Ability to work in a team environment.

  • Proficient understanding of MS Office Suite required; advanced understanding preferred.

  • 15% travel to the Troy Headquarters location.

  • The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting. Extensive periods of sitting and computing.

For internal use only: Job Band H-Hrly

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Card Disputes Team Lead

Expired Job

Flagstar Bank