Senior Dispute Intake Process Specialist

Job Description

As a Dispute Intake Process Specialist you will be joining our rapidly-growing Financial Services Operations Team to optimize workflows, document policies and procedures, and evaluate and improve key user dispute journeys. You will work cross-functionally with our Learning & Development, Quality Insights, and Compliance Teams to launch new polices, workflows, and process documents, and track process effectiveness. The ideal candidate is a process optimization and documentation champion who has a demonstrated track record of creating operational workflows for member support and risk operations. As a Dispute Intake Process Specialist, we’ll rely on you to help us ensure our dispute intake operations teams are prepared to process member disputes timely, accurately, and within compliance, and that we are well-positioned to scale our operations as we grow to serve tens of millions of Chime members across several financial services products.

This job cannot be performed in the state of Colorado.

In this role, you can expect to

• Maintain up to date process workflows and procedures to drive world-class dispute experiences for our members. Team up with Learning & Development, Quality Assurance, Member Services, and Compliance teams to justify proposed changes.
• Execution improvements to critical member journeys, including policy documentation and dissemination.
• Collaborate with internal and third-party teams to identify, plan, and ship processes to ensure the timely execution of Dispute Intake Operations under Federal Regulations E and Z, NACHA Operating Rules, payment network (Visa, MasterCard) rules, and other applicable regulations.
• Partner with stakeholders to analyze productivity and quality reporting to identify performance improvement opportunities and training deficiencies
• Coordinate procedure changes across internal and third party Dispute Intake teams

To thrive in this role, you have

• 5+ years of overall professional experience, with at least one year of experience in banks, payment operations, and back-office Dispute Operations.
• The ability to manage multiple projects simultaneously, often with competing resources.
• A process-oriented mindset and passion for solving puzzles.
• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner.
• A high level of coachability and eagerness to learn new things. Taking feedback and adjusting is critical.
• A passion for knocking out the tasks on your checklist - you possess strong project management and prioritizing skills
• A strong desire to work for a fast-paced, high-growth organization
• Advanced Microsoft Office or G Suite skills; experience with Zendesk is a plus
• Basic SQL experience, and a desire to grow this competency a plus

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝 Quarterly stipend to spruce up your home office
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with federal , state, and Cook County ordinances. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.