At Merrick Bank, we specialize in credit programs that assist people looking to build or rebuild their credit. We are FDIC insured and recognized as a top-20 issuer of Visa® cards. In total, we proudly serve over 2.4 million cardholders and have extended over $5.3 billion in credit.
Our Mission is to make a positive difference in the lives of our customers, our employees, and our community. We work hard to create a work environment that empowers our associates to grow, learn, and reach their potential.
As the Dispute and Unauthorized Use Manager you will act as the central point of contact and oversee the performance between the bank and CardWorks Servicing LLC (“CWS”) for billing error and fraud claims handling, and the associated correspondence, complaints and escalations.
You will interact on a daily basis with our biggest outsourcing partner, which handles our fraud and dispute claims. They also handle certain other back-office functions which ensure that risk mitigation and customer experience are at the forefront of their servicing. You will be responsible for oversight of these services, including SLAs, billing, and qualitative measures. You will also oversee their compliance with regulations and bank policies and procedures.
Perform analytical deep dives to identify problems in fraud and dispute operating gaps that expose the organization to unnecessary risk.
Comply with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
Analyze reports related to fraud claims and chargeback activity and trends.
Lead and participate in additional projects or initiatives, as requested.
As part of your responsibilities, you will act as a liaison between our outsourcing partners and bank operations management, as well as various other departments within our bank. You will also report performance metrics to certain bank committees and departments.
You will be instrumental in identifying opportunities for improvement in our policies and practices and evaluate our product offerings for improvement or change. We want to provide the best outcome and experience for our consumers, our servicing associates and our bank.
REQUIRED SKILLS, ABILITIES, KNOWLEDGE, AND EXPERIENCE:
2+ years experience in working with credit card systems and processes, as well as regulations related to fraud and dispute claim handling is required for this position.
Independently investigate and resolve problems that require in depth analysis.
Detail oriented with strong analytical, communications (verbal and written), problem-solving, organizational skills and critical thinking.
Communicates effectively both orally and in writing; presents ideas in a clear, concise, understandable and organized manner.
Shows effective planning, organization, time management, and problem solving skills.
Proven ability to work effectively under pressure. Skill at handling a variety of assignments simultaneously. Flexibility and willingness to work at a rapid pace in strict time frames.
Proficient with Microsoft Office products along with loss mitigation tools and systems.
What’s in it for you:
Competitive salary (Salary: DOE)
Benefits package -Medical, Dental and Vision (plus much more)
401(k) Plan with Company Match
Short & Long Term Disability
Group Life and AD&D Insurance
Paid Vacation, Holidays, and Personal Days
Employee Events, including Employee Appreciation Day, Holiday Party, etc.
Tuition Reimbursement Program
Candidates must have unrestricted authority to work in the United States without sponsorship.
Merrick Bank is an equal opportunity employer. We evaluate qualified applicants
without regard to race, color, religion, sex, national origin, disability,
veteran status, and other legally protected characteristic. The EEO is the
Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm
Please go to our website www.merrickbank.com to apply and learn more about our company