Sr. Manager Disputes Experience

at CHYM

United States (Remote)

About the role

As a Manager focused on Fraud and Scams mitigation the candidate will lead a Dispute Experience focused on limiting fraud and scams impacts to Chime members and advocating for our members in optimizing our recovery opportunities during our disputes claims process. As a leader in this space you will be leading a team focusing on Chime’s member growth, reduction of customer friction while advocating for our members during key moments that matter in the members lifecycle.

As a Manager you will lead a team of process and performance management experts focusing on improving fraud/scam investigations signals , ensuring we are compliant to all regulatory requirements, delivering an exceptional experience in key moments that matter in Chime’s Member Lifecycle.

Disputes Experience is obsessed with the reduction of customer friction and simultaneously reducing the cost to service fraud and merchant claims in Chime. Our three year journey will focus on Key Performance metrics designed to maximize investigation decision accuracy and member experience, minimize time to resolution, and maintain regulatory compliance across third party and internal operations. A foundation of regulatory compliance is a key tenant of our program. a

As a key leader in Disputes Experience (DEX), you will partner cross-functionally with our Product, Analytics, Risk, Member Services, and Compliance Teams in scoping, defining, and prioritizing projects, and shipping tooling enhancements. You will work with the DEX Fraud Risk and Recovery team to develop a 360 degree feedback loop with Chime Risk to develop better up front rules to mitigate Chime member impact.

The ideal candidate has experience bank fraud, investigations and dispute’s claims investigations with a working knowledge of process optimization. Of benefit will be a proven history of balancing fraud/risk and member experience needs.

The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

Develop strong, collaborative relationships with key internal and external stakeholders to strategically develop
Implement and optimize dispute investigations processes, tools, and policies to achieve performance objectives while mitigating regulatory, reputational, and financial risk
Identify and resolve Dispute Investigation process and documentation gaps.
Focusing on Chime’s focus on building talent, you will hire and develop team members as the business grows.
You will own and assess your team’s progress toward the OKR and other performance goals.
Working with Product, Risk and Engineering, you will prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders.

To thrive in this role, you have

Subject Matter Expertise in regulations that have oversight of our Disputes Operations including; Regulation E, Z, Unfair or Deceptive Abusive Acts, etc.
Strong background in financial fraud, experience in anti-money laundering would be hugely beneficial.
The belief it’s integral to lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
A passion for identifying problems and finding the best possible solution.
The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
The ability to foster a cohesive and creative work environment with internal and remote teams and across multiple time zones
The ability to travel within the US and internationally as required

#LI-EI1 #LI-Remote

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.**
💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute**
💰 Competitive salary based on experience**
✨ 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**

**Perks also available to Chime Interns.

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.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.