Director of Disputes

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.

The Operations team at Varo consists of creative, enthusiastic, and forward-thinking individuals dedicated to safeguarding our customers and Varo.

As the Director of Disputes, you will be instrumental in transforming Varo’s Disputes function to improve the customer experience, drive operational efficiencies, mitigate losses and ensure regulatory compliance through close collaboration with Product, Tech, Data/AI, Fraud, and Risk teams. Additionally, you will be responsible for overseeing the daily production of our offshore teams, managing them through SLAs and KPIs to ensure we meet our commitments to customers and manage losses while adhering to regulations.

What you'll be doing:
• Manage Varo Bank's Dispute Operations, encompassing oversight of both domestic employees and off-shore managed service providers for dispute processing
• Establish, monitor, and refine dispute processes & procedures using Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs)
• Maintain a robust control environment through the performance of risk and control self-assessments and the execution of necessary remediation plans
• Partner with the Fraud team to identify emerging fraud patterns and implement loss mitigation strategies
• Act as the primary escalation point for all dispute issues and necessary reporting.
• Identify and drive both transformational improvement as well as tactical enhancements collaborating with product and engineering teams to transform the customer experience, minimize losses, ensure regulatory compliance, and boost operational efficiency
• Lead readiness efforts for new products and features impacting disputes, working closely with implementation teams to ensure safe and successful deployment

You'll bring the following required skills and experiences:
• 6+ years of progressive experience in fraud / disputes, with at least 4 years focusing specifically on disputes & chargebacks within an innovative bank or fintech, preferably with a Visa issuer
• Experience managing employees and off-shore operations (BPO or Managed Services)
• Analytical and critical thinking skills with the ability to translate complex data into actionable strategies. Prefer some experience with simple SQL queries and proven ability to use Microsoft Excel / Google Sheets features to analyze data to formulate recommendations. Collaboration with Analytics teams for more complex analysis
• Knowledge of Dispute regulations (e.g. Regulation E, Regulation Z), NACHA rules and Visa card network rules
• Excellent written and verbal communication skills, interpersonal and collaborative skills
• Experience with specific dispute management platforms and systems (e.g. disputes case management systems, Visa VROL, etc)
• Preferred Six Sigma or Lean certifications
• Knowledge of emerging technologies, process automation tools, and fraud trends

We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you!

About Varo
Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all-digital, mission-driven, FDIC-insured, and designed around the modern American consumer.

As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.

Learn more about Varo by following us:
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LinkedIn - https://www.linkedin.com/company/varobank

Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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