Team Supervisor - Debit Card Dispute

Take the next step toward your new career today!

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!

The Team Supervisor, Debit Card Dispute is responsible for assisting with the management of debit card dispute processing operations including supervising daily work activities. Additional responsibilities will include approval of delegated dispute claims, re-dispute processing, compliance and arbitration case management, bank dispute claims and recoveries, compliance complaint responses and review of high-risk transactions and multiple reporting audits.

Key Responsibilities

• Serves as a management level resource for branch personnel, customers, customer care and team members, assisting with escalated questions and issue resolution.
• Assist with escalated calls on complex inquiries related to debit card disputes and general fraud management from a variety of internal and external parties including customers, branches, merchants, agencies, district attorneys, law enforcement, internal departments, and other institutions.
• Oversee maintaining existing and new department procedures and policies related dispute processes and ancillary functions.
• Assist with coordinating testing and updates for business continuity related to dispute services department.
• Assist management with testing and implementation of new programs and processes.
  
  

Competencies Required

• Extensive knowledge of Regulation E and network chargeback rules.
• Working knowledge of industry compliance and arbitration processes and recoveries.
• Strong attention to detail and high concern for data accuracy with the ability to objectively identify, assess, resolve, and mitigate risk.
• Proven ability to prioritize and manage workload in a fast paced, high volume environment and to instill a sense of urgency in others as necessary to meet deadlines.
• Solid technology and internet searching skills, including intermediate proficiency with Microsoft Office applications and financial software applications (Mozart, Bancline) and payment systems (Postilion).
• Excellent customer service and problem-solving skills with the ability to effectively research and resolve complaints, issues and discrepancies.
• Self-starter possessing the ability to work independently while supporting a team environment.
• Outstanding listening and communications skills, both written and verbal.
• Excellent organizational and data entry skills with strong attention to detail and high concern for data accuracy.
• Demonstrated ability to effectively give critical feedback and coach employee performance.
  
  

Job

Operations

Primary Location

Texas-The Woodlands

Schedule

Full-time

Work Locations

TX - Operations Center-0100

Unposting Date

Ongoing

Organization

Texas - Houston

Minimum Qualifications/Experience

• 3+ years of Debit Card Dispute or Fraud Prevention/Investigations operations experience required.
• 2+ years of lead or supervisory role experience in retail management, risk management, chargeback processing or fraud detection/investigation required.
• 5+ years of experience in operations or customer service in a banking or financial services industry preferred.
  
  

Formal Education & Certification

• High School Diploma or equivalent required.
  
  

Work Status

• Full-Time.
  
  

Supervisory Responsibility

• 2 or more direct reports.
  
  

Travel

• 0% - Negligible amount of travel expected.
  
  

Working Conditions

• Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
  
  

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.