The Company:

We’re a tech company that’s changing how people bank and think about their finances. We value empathy, curiosity, craft and efficacy. Our mission is to help people feel confident with their money. We do that by bringing humanity, elegance and ease to the consumer banking experience. 

The Job:

The Disputes Manager is responsible for leading a team of Dispute Specialists whose sole focus is to address customers and their disputes. The Manager will develop, execute and lead action plans for resolving our most common causes for dispute, through collaboration with operations, finance, compliance, external partners, etc.

You will also be expected to maintain a knowledge of compliance requirements relating to dispute abuse and fraud, and be able to provide information on those requirements to others as a subject matter authority.

The Disputes team’s primary purposes are to meet the direct practical processing needs of customer disputes, and to meet the regulatory compliance requirements of Regulation E. As such, Disputes is responsible to Finance for effectively performing and substantiating chargebacks to contain fraud losses within the operational loss forecast; to Compliance for meeting Regulation E obligations and following its own procedures; and to CR for meeting SLAs to limit and address dispute related customer contact and responding to CR questions regarding ongoing or completed disputes.

What You’ll Do All Day:

• Understand the disputes problem space. You need to know who is disputing what and how on a portfolio level. Understand the trends and identify problems associated with them. 
• Ensure that we execute the disputes without compliance or regulatory failures
• Provide day-to-day support for disputes specialists: planning production, allocating the cases, resolving doubts in complex disputes and giving feedback on quality and productivity. Daily management and processing of customer cases/disputes, issuance of credit & debit memos
• Effectively resolve customer disputes when presented with variables in standardized situations
• Escalate unresolved customer cases and disputes in a timely manner
• Support customers by providing quick and accurate dispute resolution
• Collaborate with our bank partner and service provider partners to track and manage dispute investigations and solve problems as needed; with the Risk & Compliance management to ensure the Disputes group receives the support needed to succeed; with other parts of the organization as needed. 
• Develop new tools, processes and reporting as business needs evolve - tailored to the best available resources, and overall needs of the business.
• Working in the queue of disputes cases from time to time and deeply understanding the ways of working of your team. We believe in leading by example. 

We’d Like To See:

• Exceptional working knowledge of the application of Regulation E required.
• Experience with VROL, chargebacks, disputes, and financial recoveries preferred.
• Requires ability to work with Microsoft Office and Google Docs
• Able to define problems, organize and collect data, establish facts and draw valid conclusions.
• 5+ years of experience in high volume Dispute Resolution.
• 3+ years of experience managing people.
• Strong analytical skills are a must.
• Strong spreadsheet skills; SQL and programming skills are a plus.

Come As You Are:

We recognize the dire lack of diversity in our industry, and we’re not okay with it. We actively seek to address it with our hiring and retention practices, as well as our office culture. Our culture isn’t something employees join, it’s something they build and shape. We believe that every person and their lived experience is integral to building a work environment, and a product that will change the world. If you’re on the fence about whether you’re a fit, we say go for it, and apply!

Why Simple’s a Great Place to Work:

• A supportive and nurturing place to work. We know good ideas come from everywhere, so we work to ensure every person feels psychologically safe to take risks and think outside of the box here. Our dog-friendly space provides a wellness room, adjustable desks & ergonomic chairs, monthly on-site acupuncture & massages, all gender restrooms, and dietary & allergy conscious catering.
• Competitive salary and inclusive benefits package, including 4-months of 100% paid parental leave, additional PTO for volunteer & advocacy days, and affordable health insurance for partners & families.
• Ample opportunity to connect with your coworkers through company-funded Employee Resource Groups & Simple community events.
• We’re committed to hiring quality human beings. Simple is a place where others will watch out for you and help you learn. We like and respect one another.
• We believe that financial confidence belongs to everyone - and we will work to remove every barrier along the way. We sweat the small stuff, and build with intention.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Email our team at [email protected] if you need an accommodation in the application process.

A background check will be required for this opportunity. We encourage all applicants to apply, regardless of their history.

Simple provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability,​ or genetics. In addition to federal law requirements, ​Simple ​complies with all ​applicable state and local laws governing nondiscrimination in employment in every location in which the company has ​employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If you are a California resident, please reference our California Consumer Privacy Act (“CCPA”) Privacy Statement.

By submitting this application, you certify that the facts contained in your application are true and complete to the best of your knowledge. If you are employed, false statements on your application will be grounds for termination.