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Lead Dispute Specialist



New York, NY, USA
Posted on Friday, June 28, 2024

Who we are: The Extra Debit Card is the first debit card that builds your credit history and earns reward points just like a credit card.

Today, over 100 million Americans don’t want or can’t get a credit card. Yet, there are very few alternatives for establishing your credit other than with a risky Credit Card. Our mission is to make credit building safer, smarter, and more accessible for everyone. Extra is the first debit card that builds your credit history and earns rewards points just like a credit card. Our technology uses your cash history to determine your spending limit, so there’s no need for a credit check.

As Extra continues to grow and enter new markets, we’re unified under this shared mission: to invent new ways for everyone to win with credit. The idea of helping everyone ‘win’ is core to who we are. We’re constantly striving to set people up to succeed and empower them to do their best - through our products, content, and experiences; today, tomorrow, and into the future.

About the Role: We are looking for a highly motivated Lead Disputes Specialist/Team Manager to oversee our disputes resolution team. This individual will manage daily team operations, develop strategies to enhance internal processes, and ensure compliance with regulations. They must have a strong background in Reg-E error resolution, leadership skills, and the ability to collaborate across departments to safeguard our customers and company.

This role reports to the Senior Manager of Customer Support.

What You'll Do Here:

  • Supervise the dedicated external team to ensure adherence to company policies and procedures.
  • Address and resolve escalated customer concerns via chat, email, and phone
  • Coordinate with customers, internal teams, and card programs.
  • Regularly monitor to ensure dispute processes comply with procedural and regulatory standards.
  • Assist in implementing and automating new processes and procedures
  • Document all processes as per network operator regulations.
  • Effectively communicate with senior management and stakeholders on dispute matters.

We’d Love to Hear From You if You Have:

  • Experience with FDCPA, Reg E, and Reg Z.
  • 2-5 years of chargeback/risk analysis or operations experience.
  • 2+ years in customer-facing roles.
  • Proven track record in team management and leadership.
  • Proficiency in fraud detection tools and practices.

Ideal candidate traits:

  • Proficient in complex problem-solving.
  • Adaptive in fast-paced environments.
  • Skilled in project management and process enhancement.
  • Enthusiastic about enhancing the customer journey.

Compensation: $74,500-$90,000 DOE

This role is fully remote and open to employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kansas, Maryland, Massachusetts, Michigan, Mississippi, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, Wyoming

Orchard is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.