Director of Disputes and Recovery
Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.
Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.
We are seeking a highly skilled and motivated Director of Disputes and Recovery to join our dynamic fintech company. As the Director of Disputes and Recovery, you will play a crucial role in managing and overseeing all aspects of the company's disputes resolution and recovery processes. Your expertise in financial operations, regulatory compliance, and team leadership will be instrumental in maintaining our commitment to delivering outstanding customer experiences and upholding industry standards.
Strategic Leadership: Develop and execute the strategic vision for the Disputes and Recovery department, aligning with the company's overall goals and objectives. Drive continuous improvement initiatives to enhance efficiency, accuracy, and customer satisfaction in dispute resolution and recovery processes.
Team Management: Lead and mentor the existing team of dispute resolution specialists, recovery analysts, and related professionals. Foster a collaborative and results-driven team environment, promoting skill development and career growth. Direct and define right roles and staffing levels for business needs.
Dispute Resolution: Oversee the end-to-end process of handling customer disputes, including chargebacks, fraud claims, billing errors, and transaction discrepancies. Implement best practices to ensure prompt and fair resolution, minimizing financial losses and maintaining positive customer relationships.
Recovery Operations: Manage the recovery process for outstanding debts and delinquent accounts. Collaborate with internal stakeholders, legal teams, and external collection agencies to devise effective strategies for debt retrieval while adhering to regulatory guidelines.
Regulatory Compliance: Stay abreast of evolving industry regulations, laws, and compliance requirements related to disputes, recovery, and financial operations. Especially staying current and fluent in Reg-E requirements and needs. Develop and implement policies and procedures that ensure full compliance while mitigating potential risks.
Data Analysis: Utilize data-driven insights to identify trends, root causes, and recurring issues related to disputes and recovery. Develop reports and presentations for senior management, offering actionable recommendations to improve processes and reduce dispute occurrences.
Cross-Functional Collaboration: Collaborate closely with other departments, including Customer Support, Legal, Risk Management, and Product, to enhance overall customer experience, product design, and risk mitigation strategies.
Vendor Management: Manage relationships with third-party vendors, such as payment processors and collection agencies, to ensure effective partnerships and optimal performance in dispute resolution and recovery efforts.
Training and Development: Coordinate with our Training and Documentation team to update and maintain policy and best practices training.
Qualifications and Skills:
- Bachelor's degree in Finance, Business Administration, or a related field. Master's degree preferred.
- 5+ years within a fintech company, financial institution, or issuing bank.
- Proven experience in Payment Risk management, combating fraud and friendly fraud.
- Partner with Risk Operations Team to review and action on suspected cases of fraud in order to to identify trends and patterns to feed them back into automated rules and models to help reduce fraud.
- Create and deliver loss reports by chargeback reason to senior management
- Strong background identifying and screening for suspicious/fraudulent transactions
- In-depth knowledge of financial operations, payment systems, and industry regulations.
- Comfortable with reviewing RegE processes across many stakeholders for compliance and effectiveness.
- Strong analytical skills with the ability to interpret complex financial data and make informed decisions.
- Excellent communication and interpersonal skills, with the ability to collaborate across various departments and levels of the organization.
- Demonstrated experience in team management and leadership, fostering a positive and productive work environment.
- Proficiency in using data analysis tools and software.
- Exceptional problem-solving and decision-making abilities, especially in high-pressure situations.
- Familiarity with relevant software systems used in dispute resolution, recovery, and financial management.
- Remote-first work environment (domestic US)
- Branch-paid medical, dental, and vision insurance
- Flexible time off
- Paid company holidays
- Paid parental leave
Working at Branch
Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Headquartered in Minneapolis but with employees located all throughout the US, Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.
Our teamwork has enabled us to become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.
Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about