Escalations Manager, Disputes

Job Description

As an Escalations Manager, Disputes, you’ll be joining our rapidly-growing Financial Service Operations Team to optimize the effectiveness and efficiency of our Dispute Escalations and Testing Support function. You will lead a team of Escalation Specialists in reviewing dispute operations issues flagged by our third party and internal peers to identify process or performance gaps, and propose feedback and remediation solutions to operations owners. You will work closely with our Banking partners, Complaints, and Compliance Teams to identify, size, and escalate regulatory compliance risks and unnecessary friction in the dispute experience. The ideal candidate is a seasoned operations escalations leader with a proven history of scaling repeatable processes and reporting. You will drive innovation and inclusion throughout our Dispute Operations, and ensure our teams are aware of escalation and complaint drivers in the dispute life cycle. We’ll rely on you to help us ensure our dispute operations are timely, accurate, and compliant, and that we are well-positioned to scale our operations as we grow to serve tens of millions of Chime members.

This job cannot be performed in the state of Colorado.

• Develop strong, collaborative relationships with key internal and external stakeholders to develop, implement and optimize dispute escalation and feedback channels.
• Build a suite of root cause analysis processes, tools, and policies to achieve feedback and complaint outcome objectives that successfully reduce our regulatory, reputational, and financial risks
• Identify and raise Dispute process and performance gaps observed in the escalation and complaints process
• Celebrate excellent performance and empower your team to improve areas of opportunity. Hire and train new team members as the business grows.
• Own and assess your team’s progress toward the OKR and other performance goals.
• Regularly prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders.
• Support internal and external audits and due diligence requests

• 6+ years of payment operations experience; 3+ of those years in a management role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members.
• The belief it’s integral to lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• A passion for identifying problems and finding the best possible solution. Collaboration and empathy are two of your greatest strengths, and you possess strong prioritizing and project management skills
• 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
• The ability to foster a cohesive and creative work environment with internal and remote teams and across multiple time zones
• Advanced Microsoft Office or G Suite skills and dashboarding experience using data visualization tools such as Looker
• Basic SQL experience and a desire to grow this competency a plus

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.

• 💰 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.