Chime Financial, Inc - Program Manager, Dispute Experience
Requirements
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits • 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off • 🫂 1% of your time off to support local community organizations of your choice • 👟 Annual wellness stipend to use towards eligible wellness related expenses • 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents • 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more. • 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too! • 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress • We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
Responsibilities
• Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience. • Review and respond to internal and external audit requests, including sponsor bank and control testing reviews, ensuring all findings are analyzed, addressed, and remediated within established timelines. • Support dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences. • Monitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvements. • Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics. • Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements. • Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities. • Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements. • Contribute to a culture of trust, collaboration and commitment to excellence. • Perform other ad hoc tasks and responsibilities as assigned. • 6+ years experience in product operations, product management, program management, consulting, or similar analytical roles at a financial services organization • 3+ years of experience in card issuer dispute operations with comprehensive knowledge of Regulation E, Regulation Z, and UDAAP, including the ability to interpret and apply these requirements to operational processes • Ability to leverage data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI • Experience working with cross-functional teams such as product managers, data analysts, operations analysts, engineers in building operations processes and systems • Preference for candidates with deep experience in process management and continuous improvement • Excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork • Ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment • Highly motivated self-starter with a desire to grow and learn • #LI-MM1 #LI-Remote
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