Job Details
Qualifications
- Communication skills
- Customer service
- Debits & credits
- High school diploma or GED
- Leadership
- Project management
Benefits
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
Job Description
THE OPPORTUNITY:
We are seeking a talented Manager, Dispute Resolution Center who will provide leadership, coaching and support to the Chargeback team. Maintains the highest level of customer satisfaction in their interactions and in the team’s interactions. Supports staff through training, team building, coaching, feedback and quality control. Manages daily work flow and ensures timeframes and quality control measures are met. Works to create efficiencies and solid process flows.
WHAT YOU CAN LOOK FORWARD TO:
Provides management leadership to the Chargeback team.
Leadership and support to staff, delegating when opportunity arises and is appropriate bases on project and skill level.
Team building by involving others in some planning, enabling staff to make decisions where appropriate and dependent on skill level.
Recognition/celebration for accomplishments.
Adequate resources for staff (equipment, supplies, etc.).
Ensure that employees receive needed training to perform jobs.
An example for team members on how to be (professionalism, respect of others, seeing things from others point of view and displaying positive interactions and point of view).
Planning and organizing:
Develop department goals based on overall organizational intended results.
Initiate priorities, implementation and follow through.
Ensure that both internal staff and co-workers understand the result.
Collaborate for results.
Ensure budget is accurately forecasted and followed.
Performance Management:
Provide employee performance planning, counseling, and evaluations.
Set clear performance expectations and goals.
Set development objectives and training plans as needed.
Monitor and evaluate employee progress.
Review and maintain accurate JAQ’s and operating procedures.
Ensure employee is moving forward in development plan/skill blocks.
Ensure team is professional and communicates the Co-op Brand with every interaction internally and externally.
Establish and maintain open communications with staff:
Give honest and timely feedback.
Listen to employee’s needs.
Create an atmosphere of trust.
Support and enforce company policies and procedures and learning opportunities.
Support and enforce company policies and procedures, including PTO, overtime, e-mail, voice mail, and security.
Manage the hiring process, disciplinary action, and termination procedures with assistance from HRM
Leads and manages and monitors daily workflow to ensure timeliness and accuracy.
Ensure the department maintains the department quality standard and maintains great customer service that reinforces the Co-op brand.
Develop and maintain department standard operating procedures to ensure that quality standard is met.
Ensure the staff is working within Co-op guidelines and any industry requirements.
Ensure all expectations are clearly communicated to staff and documented chargeback functions to ensure that service and quality standards are met.
Provides effective and consistent communication to staff, management, external clients, and vendors.
Develop and maintain successful working relationship with industry and vendor partners.
Team with other departments to communicate effectively, and completely.
Timely and thorough communication regarding pertinent industry information, trends and changes to staff and clients
Communicate to staff Co-op’s strategic future, values, and goals.
Assists with planning and implementation of new products, product enhancements and special projects.
Work with staff to identify all new department-related products, services, and enhancements.
Assist in the planning and implementation of new products, product enhancements and special projects.
Ensure that both you and your team fully understand the product, the process flow and can professionally communicate to both internal and external clients.
Actively participates and develops a strategic road map for the Chargeback team.
Develop a vision of how the Chargeback team can impact both internal and external clients.
Establish milestones to accomplish the overall goal.
Engage and communication your vision to various internal departments. Utilize their expertise to assist in the accomplishment of the goals.
Take a 360-degree view when deploying the goals and see things from other’s points of view.
WHAT YOU’LL NEED TO SUCCEED:
Extensive product knowledge and minimum 2 years credit/debit card experience.
Customer service expertise.
Financial Institution operations.
Management principal.
Decision making/problem solving skills.
PC skills.
Interpersonal communication skills.
Telephone skills.
Team skills.
Project management skills.
Leadership skills.
REQUIRED EDUCATION and EXPERIENCE:
High School Diploma or equivalent.
#joinourteam
For California, Colorado and New York Applicants: In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:
$83,000.00 - $107,000.00
Actual Pay will be adjusted based on experience and other job-related factors permitted by law.
This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.