Manager, Debit Card Dispute

Overview

Lead and oversee the operations of the Debit Card Dispute Branch, ensuring alignment with divisional, departmental, and organizational goals. This role is responsible for managing compliance with federal and state laws, NCUA regulations, network rules, and internal policies. Develop and implement strategies to mitigate risk and minimize losses. Drive operational efficiency through the evaluation and implementation of systems, technologies, and process improvements. Serve as the primary liaison with internal stakeholders, vendors, and external partners on all matters related to debit card disputes. This position involves routine responsibilities with broad impact and moderate discretion.

Responsibilities

• Partner with the Manager of Debit Card Services, cross-functional teams, and external partners to develop and execute initiatives that enhance operations and member service standards
• Establish and promote best practices, communication strategies, and implement plans for business unit initiatives
• Monitor and analyze performance metrics; recommend and implement process improvements
• Lead strategic analyses and initiatives to drive operational efficiency and align with organizational goals
• Oversee the preparation and submission of reports with significant business impact
• Resolve complex operational issues, inquiries, and complaints, or coordinate appropriate resolution
• Serve as a subject matter expert and lead resource for resolving unique or escalated issues
• Direct the enhancement or replacement of systems, tools, and processes to improve service delivery and accuracy
• Maintain a comprehensive understanding of related business unit functions and systems
• Monitor regulatory developments and collaborate with Compliance to assess impact and develop action plans
• Represent the branch in enterprise-wide projects and initiatives
• Manage relationships with merchants and card networks to ensure regulatory compliance and service excellence
• Perform additional duties as assigned

Qualifications

• Extensive experience in card dispute resolution, arbitration, and related regulatory frameworks within a large financial institution
• Proven experience managing operations in a financial services environment
• Familiarity with Navy Federal policies and procedures related to fraud investigations
• Working knowledge of NCUA regulations applicable to debit card operations
• Bachelor's degree in business, Finance, Auditing, or a related field
• Advanced knowledge of debit card products, services, systems, and operational procedures
• Demonstrated success in developing and executing business strategies to drive growth and efficiency
• Expert understanding of applicable federal and state laws, industry regulations, and internal policies
• Strong analytical and quantitative skills, including data analysis, forecasting, and statistical modeling
• Ability to work independently and collaboratively in a fast-paced environment
• Proven leadership and influencing skills with the ability to guide teams toward strategic goals
• Excellent problem-solving, decision-making, and critical thinking abilities
• Exceptional verbal and written communication skills
• Strong interpersonal skills with the ability to interact effectively with all levels of staff, management, vendors, and members
• Proficiency in negotiation and conflict resolution
• Advanced proficiency in Microsoft Office and related software tools

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526

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