Team Leader, Disputes

Charlotte, NC, United States

**Team Leader, Disputes**

Charlotte, NC / Operations / Full-time 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 Varo Disputes & Fraud team is looking for a highly experienced and motivated individual who has a passion for improving the customer experience and who is self-managed to join our team. We are a growing team and have to be alert and available to service our customers' needs in a timely and proficient way. We work within the parameters of the Visa Dispute Process and Varos Policies & Procedures to constantly look for innovation and explore new ways to assist and advocate on behalf of our customers. **What youll be doing**

+ Manage staffing, scheduling, coaching, and development for a team of 10-20 dispute analysts

+ Create and build a positive collaborative environment across multiple functions including Operations, Fraud, Lending, and Compliance

+ Implement and manage against defined KPI/KRI metrics and reporting to ensure agents are trained and performing to defined expectations

+ Assist agents in developing career pathing, creating an IDP that is trackable, attainable, and realistic against skills

+ Provide exceptional customer service for Varos customers across our different financial products, primarily providing customer support via phone and email, but will require secondary support via chat, and social media

+ Analyze complex customer problems and generate viable solutions

+ Ensure agents are trained and performing to expectations

+ Plan, manage and execute projects from inception to implementation to improve overall processes and procedures

+ Respond to escalated customer complaints from the BBB, FDIC, or other regulatory agencies, or highly escalated customer situations

+ Ensure team compliance with REG E, REG Z, NACHA, FCRA, and other regulations

+ Ensure agents receive regular quality assurance evaluations and review any appeals related to the agents quality scores

+ Manage the day to day operations of the dispute team ensuring timekeeping, employee evaluations, and performances metrics are maintained

** Youll bring the following required skills and experiences**

+ 2 to 3 Years of Leadership or Management Experience highly desired

+ Willingness and flexibility to work based on the business need, to include possible weekends and nights

+ Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness in decision making and independent problem-solving

+ Proven record of boosting team performance and employee retention rates

+ Experience in financial services/call centers or other service industries is strongly preferred

+ Experience leading a high performing team is strongly preferred

+ Must be flexible, adaptable, and comfortable working in a fast-paced startup environment

+ Understanding traditional banking features such as DDA Accounts, Transaction Processing, Credit & Lending, and Account Aggregation is a plus

+ Must possess high motivation, enthusiasm, and dedication to deliver results within strict timeframes

+ Experience in the evaluation, analysis, and optimization of operational processes

+ Undergraduate degree or qualification in a relevant business discipline is highly desired

*We recognize not everyone will have all of these requirements. If you meet most of the criteria above and youre excited about the opportunity and willing to learn, wed 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. Were 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.

We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Companys Most Innovative Companies, Forbes Fintech 50, and earned the No. 7 spot on Inc. 5000s list of fastest-growing companies across the country.

Varo. A bank for all of us.

**Our Core Values** - Customers First - Take Ownership - Respect - Stay Curious - Make it Better

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.

**Learn more about Varo by following us:** Facebook - Instagram - LinkedIn - Twitter - Engineering Blog - SoundCloud -

**Beware of fraudulent job postings!** Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.

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