Account Manager I Merchant Disputes Phones (Commercial & Investment Banking)

Job Summary:

A Merchant Disputes Account Manager manages the performance of 10-15 addition the Merchant Disputes Managers partners and collaborates with the Leadership team. The Account manager also is responsible with the Quality performance of the team and function provides guidance when it comes to Learning and Development of the employees and also partners with our stakeholders such as Product and Technology teams to supervise the business operations. The Account Manager will also be the resolver for any escalation pertaining to the delivery of work by any of our specialists in the function. This role is also responsible for interacting educating and supporting Relationship Managers and their clients delivering superior service and quality using all.

As a Merchant Disputes Account Manager within the Merchant Disputes team you are responsible for leading a team of Merchant Disputes Specialists. Delivering Service Excellence Operational Controls Compliance Adherence overall Staff Readiness and Communication for their respective teams. Account Manager responsibilities include employee coaching & training performance feedback employee development daily productivity management as part of their day-to-day responsibilities.

Job Responsibilities:

• Manage people and resource development including training programs attrition and skills monitoring for the team.
• Maintain a controlled environment by implementing necessary control activities tools and ensuring team understanding of risks and controls.
• Build and manage relationships with internal and external clients anticipate needs gather feedback and lead meetings with stakeholders.
• Monitor Dispute Merchant Services Specialists activities including attendance phone usage call quality and ongoing training.
• Assist team members and internal customers with escalations questions and general support needs.
• Prioritize and monitor workloads for chargeback and specialty manual processes to ensure timely completion.
• Ensure the quality of work meets the highest standards and take responsibility of deliverables.
• Oversee the performance management cycle including objective setting career planning appraisals and recognition.
• Conduct regular team meetings one-on-ones and coaching sessions to support development.
• Facilitate RCSA annual testing SOP/Job Aid reviews and lead or co-lead department action plans and remediation efforts.
• Own internal communication and status updates manage implementation issues escalations and error resolution to meet deal deliverables.

Required Qualifications capabilities and skills:

• Minimum of 2 years of team management experience
• Critical Thinking Problem Solving and excellent interpersonal skills
• Excellent in both written and verbal communication skills
• Intermediate to advanced analytical skills and has strong knowledge of business applications such as Microsoft Office (excel database)
• Intermediate to advanced data visualization skills (Tableau SharePoint PowerPoint)

Preferred Qualifications capabilities and skills:

• Preferably servicing customers in the Chargeback/Disputes line of work as a Team Manager
• Project Management Skills
• Trained on Business Change Management

• Financial and/or Data Analytics background

All application requirements (including updated resume - please include specifics of your career) should be posted submitted and completed in the Oracle tool.