Program Manager, Dispute Experience

🕒 vor 8 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $116.000 - $160.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

📋 Programmmanager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Chime

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2013

💳 Fintech

Fintech

Chime ist ein Finanztechnologieunternehmen, das eine Vielzahl von Bankdienstleistungen in Zusammenarbeit mit der The Bancorp Bank, N. A. oder der Stride Bank, N. A. , beide Mitglieder der FDIC, anbietet. Obwohl Chime keine Bank ist, bietet es zahlreiche Finanzprodukte, darunter Online-Banking, eine Visa-Debitkarte, Sparkonten mit hoher Rendite, gesicherte Kreditkarten zum Kreditaufbau und gebührenfreie Überziehungen mit SpotMe. Das Unternehmen ermöglicht es Nutzern auch, ihr Gehalt bis zu zwei Tage früher per Direkteinzahlung zu erhalten, Geld sofort zu senden und zu empfangen und gebührenfreie Bareinzahlungen bei teilnehmenden Einzelhändlern vorzunehmen. Chime legt Wert auf Gebührentransparenz mit keinen monatlichen Gebühren, keinen Überziehungsgebühren und robusten Sicherheitsfunktionen. Chime stellt keine persönlichen Scheckbücher aus, ermöglicht es den Nutzern jedoch, Schecks digital zu versenden. Das Unternehmen ist weithin bekannt für seine benutzerfreundliche Mobile-Banking-App und seinen Kundenservice.

Beschreibung

• Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience. • Review and respond to internal and external audit requests, including sponsor bank and control testing reviews, ensuring all findings are analyzed, addressed, and remediated within established timelines. • Support dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences. • Monitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvements. • Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics. • Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements. • Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities. • Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements. • Contribute to a culture of trust, collaboration and commitment to excellence. • Perform other ad hoc tasks and responsibilities as assigned.

🎯 Anforderungen

• 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization • 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes • Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI • Experience working with cross-functional teams such as product managers, data analysts, operations analysts, engineers in building operations processes and systems • Preference for candidates with deep experience in process management and continuous improvement • Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork • Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment • Highly motivated self-starter with a desire to grow and learn

🏖️ Vorteile

• Competitive salary based on experience • 401k match plus great medical, dental, vision, life, and disability benefits • Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off • Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. • Annual wellness stipend to use towards eligible wellness related expenses. • Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents. • In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too! • 1% of your time off to support local community organizations of your choice. • In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute.