Senior Manager, Debit Card Disputes and Reg E Compliance

Intuit Credit Karma is a mission-driven company, focused on championing financial progress for our more than 140 million members globally. While we're best known for pioneering free credit scores, our members turn to us for everything related to their financial goals, including identity monitoring, applying for credit cards, shopping for insurance and loans (car, home and personal) and savings accounts and checking accounts* – all for free. Credit Karma has grown significantly through the years: we now have more than 1,700 employees across our offices in Oakland, Charlotte, Culver City, San Diego, London, Bangalore, and New York City.

*Banking services provided by MVB Bank, Inc., Member FDIC

We are seeking an experienced Senior Manager, Debit Card Disputes & Reg E Compliance. In this role you will build and manage a high-performing team of specialists handling a significant volume of debit card and ACH disputes while ensuring full compliance with Regulation E and other relevant banking regulations. You will oversee the day to day operational processes for our disputes team. Including ensuring that our program remains compliant with regulations related to disclosures, error resolution, unauthorized transfers, and transaction limitations. Demonstrated leadership experience and in-depth knowledge of debit card dispute processing, Regulation E, and Visa core rules required. 

What you’ll do:

• Expertise
• Oversee and ensure adherence to Regulation E requirements and timelines
• Stay current with changes to Regulation E, industry best practices, and other regulatory changes that may impact disputes.
• Build / Manage Team
• Build, develop, and lead a team of dispute resolution specialists (FTE, Contractors and BPO)
• Oversee relationships with outsourced BPO partners for dispute processing
• Work with our Vendor Management team on broader issues with the vendor (missing SLAs or non-adherance with regulations);
• Training Design and Execution
• Ensure training materials are kept up to date, and work with the Training team to identify additional training needs. 
• Process improvement and Execution
• Design and implement compliant dispute resolution workflows and procedures
• Partner with Product, Engineering, Legal and Risk teams to plan for system enhancements,  process improvements and dispute prevention capabilities
• Ensure SOPs and job aids are kept up to date and compliant;
• Maintain accurate, compliant and timely communications with members;
• Manage the process for handling customer escalations and disputes;  
• Ensure agents are keeping accurate and complete records of investigations and actions taken in our system of record;
• Internal Monitoring / QA / Audit Response
• Work closely with the internal QA team to address any process gaps or agent coaching;
• Collaborate with internal monitoring teams to ensure continuous compliance
• Respond effectively to FDIC inquiries and other regulatory agency examinations
• Create and maintain detailed documentation for regulatory examinations
• Assist with audit requests from internal or external partners; 
• Manage relationships with third-party external auditors and successfully navigate audit processes
• Analytics/Reporting
• Monitor and analyze dispute trends to identify fraud patterns and operational improvement opportunities
• Provide regular reporting to executive leadership on key performance metrics

What we are looking for:

• 8+ years of experience in banking operations with a focus on dispute management
• 5+ years of team leadership experience, including building teams from the ground up
• Demonstrated expertise in Regulation E compliance and consumer banking regulations
• Prior experience managing outsourced BPO relationships
• Strong understanding and experience with responding to The Federal Reserve Board (FRB), Consumer Financial Protection Bureau (CFPB), and Federal Deposit Insurance Corporation (FDIC) rules and regulations
• Strong understanding of payment card networks (Visa, Mastercard) rules and regulations
• Experience at a neobank, fintech, or digital-first financial institution
• Background in fraud prevention or risk management
• Project management certification or equivalent experience
• Track record of successful collaboration with internal and external audit teams
• Experience with digital banking platforms and dispute management systems
• Proven track record of implementing process improvements in a high-volume environment
• Excellent analytical skills with the ability to translate data into actionable insights
• Outstanding communication skills with the ability to explain complex regulatory requirements
• Experience managing through periods of high growth or transformation - and ability to re-prioritize given resource constraints and competing priorities
• Extensive experience leading, coordinating, and organizing remote teams in a collaborative environment

Benefits at Credit Karma includes:

• Medical and Dental Coverage
• Retirement Plan
• Commuter Benefits
• Wellness perks
• Paid Time Off (Vacation, Sick, Baby Bonding, Cultural Observance, & More)
• Education Perks
• Paid Gift Week in December

Pay Transparency Notice: Credit Karma’s mission of championing financial progress for all starts from within. That’s why we implemented role-based compensation, which ensures people who are in the same role receive the same pay with variations for geographic location only. It’s all part of a more comprehensive DEI strategy that helps level the playing field. The base salary for this role is $191,083, plus equity and benefits.

Equal Employment Opportunity:

Credit Karma is proud to be an Equal Employment Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information or other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance laws. 

Credit Karma is also  committed to a diverse and inclusive work environment because it is the right thing to do. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.

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