Job details

Sr. Analyst, Dispute Operations

The Varo Disputes & Fraud team is looking for a highly motivated individual who has a passion for improving the customer experience and who is self-managed to join our growing team. We work within the parameters of the Visa Dispute Process and Varo’s Policies & Procedures to constantly look for innovation and explore new ways to assist and advocate on behalf of our customers.

Varo is changing the banking industry. We work hard to create the best personal banking experience possible. We’re responsible for building a lasting relationship with our customers, they know we care about helping them grow! We’re accountable for all service channels that we use to communicate, respond, and interact with customers. This includes digital, voice, and social media servicing. We support all of Varo’s banking features such as personal accounts, savings accounts, account aggregation, lending products, and many more.

What you'll be doing

This role requires overseeing day-to-day operations within the Dispute Operations Team, providing direct feedback to staff
Provide exceptional customer service for Varo’s customers across our different financial products, primarily providing customer support via email, but will require secondary support via phone
Support customer technical issues, facilitating the process from initial contact through troubleshooting, issue resolution, and customer follow-up
Understands the initiation and resolution processes of Visa dispute process
Educates external customers and internal stakeholders on dispute regulations, consumer rights, and dispute guidelines
Responsible for managing Dispute caseload and working with Dispute Manager to fairly distribute work and provide training, coaching, and feedback surrounding timely and proper dispute resolution to employees
Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases. Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit and the customer is due a credit
Initiates dispute claims, and gathers necessary information/documentation formally or informally through the Visa Chargeback process. Ensures communication is delivered in a timely manner to the customer, and clear expectations are established to ensure customer satisfaction
Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Reg CC, Reg DD, Reg Z, and Reg E.

You'll bring the following required skills and experiences

2+ years of Disputes Experience Preferred
Experience giving feedback and providing coaching to team members
Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness in decision-making and independent problem-solving
Financial services experience is strongly preferred
Knowledge of Reg E & Reg Z with Visa Chargeback Process experience
B.A. or B.S. Degree or qualification in a relevant business discipline highly desired.

$57,000 - $67,000 a year

For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Per applicable law, the salary range for this role is $57,000 - $67,000. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.

#MidSenior

Varo Bank Glassdoor Company Review

2.9

Varo Bank DE&I Review

No rating

CEO of Varo Bank

Colin Walsh

Approve of CEO

Average salary estimate

$62000 / YEARLY (est.)

min

max

$57000K

$67000K

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What You Should Know About Sr. Analyst, Dispute Operations, Varo Bank

At Varo, we're revolutionizing the banking experience, and we're on the lookout for a passionate Sr. Analyst in Dispute Operations to join our dynamic team. This position is pivotal as it encapsulates our mission to improve customer satisfaction and innovate within our customer service outreach. As a Sr. Analyst at Varo, you won't just be managing day-to-day disputes; you'll actively work to create meaningful connections with customers through various communication channels, including email and social media. You'll dive into the Visa Dispute Process, ensuring that every dispute is addressed with the utmost professionalism and care. Our customers rely on us, and in your role, you'll offer them the guidance they need while also educating internal stakeholders on dispute regulations and consumer rights. An essential part of your day will involve collaborating closely with the Dispute Manager to manage caseloads effectively, provide valuable training to your team, and review arbitration cases. With your experience in financial services and a knack for problem-solving, you'll bring a unique perspective that helps to elevate our customer service standards. If you have 2+ years of experience in disputes and a strong understanding of regulatory guidelines, we would love to see how you can contribute to our vibrant work environment. Join us at Varo where every day presents a new opportunity to make a positive impact in the banking world!

Frequently Asked Questions (FAQs) for Sr. Analyst, Dispute Operations Role at Varo Bank

What qualifications do I need to apply for the Sr. Analyst, Dispute Operations role at Varo?

To apply for the Sr. Analyst, Dispute Operations position at Varo, candidates should ideally hold a B.A. or B.S. degree in a relevant business field. In addition, having 2+ years of disputes experience, a strong grasp of financial services, and knowledge of regulations such as Reg E and Reg Z are preferred. Demonstrated skills in coaching and problem-solving are also highly beneficial.