Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Manager, Member Dispute Resolution Services oversees the daily functions of the Member Dispute Services Department, which is responsible for delivering an excellent experience for members who are initiating transaction disputes. This leader is expected to ensure disputes are processed efficiently, accurately, timely and within established Service Level Agreements (SLAs). The manager will implement proper internal controls to effectively measure process productivity, individual performance, and adherence to related financial regulations, and will guarantee proactive communication is consistently provided to the member during the entire experience. The Manager will strive to continuously maintain a positive collaborative environment by acting as a leader and liaison to the various internal support areas connected to the dispute process.

Essential Functions and Responsibilities

Manages and assists in working the daily functions of the Member Dispute Resolution Services department to ensure that the needs of the members and Credit Union staff are met and maintained. Responsibilities include but are not limited to processing of fraud/dispute claims and identifying and deploying operational process changes to support a successful dispute resolution flow. Analyzes dispute historical data to identify trends or possible process refinement opportunities. Working with the team supervisor coaches and develops team members to elevate overall department success of all SLAs while protecting the member experience. Educates staff, members, and others throughout the organization on the various dispute processes and requirements. Tracks the performance of each individual on the team to traceable metrics and quality standards in relation to department goals and objectives. Uses and teaches investigative techniques to research validity of dispute claims to determine nature and cause of disputes. Ensures swift processing of all member dispute claims as outlined in department SLAs. Provides timely and, if necessary, continual, communication with the member throughout the dispute process. Works with members and other internal departments to obtain any required documentation for chargeback processing. Manages the Credit Union's member dispute claim process including the chargeback and adjustment process with debit card processing partners Assists with the general ledger settlement when requested by Accounting. Responds to security and audit findings and monitors operations to be in compliance. Provides direction and structure for the department to be in compliance with regulations and guidelines. Utilizes business judgement and results-oriented mindset to drive experience improvements while maintaining appropriate controls Prioritizes and implements continuous improvements. Ensures all relevant documentation, website information, and staff resources are up to date. Defines and recommends objectives, strategy and alignment to reduce member effort involved in the dispute process. Manages the annual performance review process, including writing and delivering reviews. Interviews candidates for open positions, as needed.

Other Duties and Responsibilities

Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have in-depth knowledge of Credit Union operations, products, services, and processes
• Must have, or obtain, knowledge of ACH NACHA and Check 21 processing rules and regulations as it pertains to exception and return items processing
• Participates in continuing education classes as needed to ensure Quarterly Reporting/Reg E processes are maintained.
• Must have, or obtain, knowledge of domestic and international wire transfer rules and regulations
• Must have, or obtain, knowledge of ATM technology and processes
• Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, professional, compassionate and empathetic
• Must be well organized, and detail oriented
• Analytical and problem solving skills required
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision
• Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

• Occasional standing, walking, bending, and stooping required
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background:

• At least 2 years of related management experience required
• Bachelor's degree, Associate's degree or 4 years equivalent work experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Retirement/pension plan
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account