Job Title: Team Lead – Credit & Debit Card Disputes
Location: Augusta, GA (Remote/Hybrid)
Employment Type: Contract
Job Summary
We are seeking an experienced Team Lead – Credit & Debit Card Disputes to lead a team responsible for managing the end-to-end credit and debit card dispute lifecycle. The ideal candidate will have strong leadership experience in banking operations, chargebacks, fraud claims, representments, and dispute resolution while ensuring compliance with Visa, Mastercard, Discover, and PCI-DSS standards.
This role requires a hands-on leader who can drive operational excellence, improve team performance, manage escalations, and ensure high-quality customer service within established SLAs.
Key ResponsibilitiesTeam Leadership
- Lead, mentor, and coach a team of Credit & Debit Card Dispute Specialists.
- Conduct regular performance reviews, one-on-one meetings, and team huddles.
- Monitor productivity, quality, attendance, and SLA adherence.
- Identify training needs and implement development plans.
- Support hiring, onboarding, and performance management activities.
- Handle complex escalations and provide guidance on challenging dispute cases.
Dispute Operations
- Oversee the complete dispute lifecycle, including:
- Chargebacks
- Representments
- Arbitration cases
- Fraud claims
- Merchant disputes
- Ensure disputes are processed accurately and within network timelines.
- Monitor work queues and workload distribution.
- Review documentation for completeness and compliance.
- Act as the Subject Matter Expert (SME) for dispute operations.
Compliance & Governance
- Ensure compliance with:
- Visa
- Mastercard
- Discover
- Card network regulations
- PCI-DSS requirements
- Internal banking policies
- Review high-risk and high-value disputes.
- Analyze dispute trends and identify process improvement opportunities.
- Coordinate with internal teams, merchants, acquiring banks, and card issuers.
Customer Experience
- Resolve complex customer escalations professionally and efficiently.
- Ensure high-quality customer communication.
- Drive customer satisfaction while maintaining regulatory compliance.
- Promote continuous improvement initiatives to enhance service quality.
Required Qualifications
- 5+ years of experience in Credit & Debit Card Disputes, Chargebacks, or Banking Operations.
- 2+ years of experience leading or supervising a dispute operations team.
- Strong knowledge of:
- Chargeback processing
- Representments
- Fraud investigations
- Card dispute lifecycle
- Experience with Visa, Mastercard, and Discover dispute rules.
- Familiarity with PCI-DSS compliance requirements.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and leadership abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Pay: $17.00 - $19.00 per hour
Work Location: Remote
