InDebted is hiring a
Head of Disputes Management

Summary

The Head of Disputes Management is a new role responsible for leading the strategy and execution of the Disputes Handling process for InDebted’s American operations. This role supports InDebted’s ability to satisfy regulatory expectations while providing a high-quality consumer experience.

Requirements

• Bachelor’s degree required
• 10+ years of related and pertinent work experience
• Demonstrated proficiency in Google office applications
• Process ownership and management experience
• Process improvement experience
• Experience in Risk and Compliance
• Effective organisational, communication, time-management and interpersonal skills
• High attention to detail
• Ability to handle multiple projects/tasks simultaneously while meeting deadlines
• Superior written and verbal communication skills
• Ability to work collaboratively with employees, clients and regulators
• Proven experience in dispute handling including investigations and resolution
• Knowledge of compliance risk assessments and regulatory requirements
• Knowledge of risk & compliance legislation in the context of debt collectors in the United States
• Considerable knowledge of business processes and systems
• Commitment to delivering quality outcomes
• Strong critical thinking skills and intellectual curiosity

Responsibilities

• Owner for the disputes handling process
• Lead efforts to hire, develop and build a dispute handling team including onshore and offshore associates
• Setting the dispute handling process vision for teams across multiple U.S. and international locations
• Lead and influence process owners and cross-functional stakeholders to improve disputes processes and control effectiveness
• Identify and implement dispute handling efficiency and quality metrics and assure adherence to targets
• Collaborate with Product and Engineering teams to help resolve complex technical issues, document product bugs, and help influence our product road-map
• Liaise as the dispute process owner with various clients and regulators
• Maintain in-depth knowledge of US dispute handling requirements under the FCRA
• Stay abreast of the regulatory environment and industry trends to identify emerging opportunities and risks to drive improved compliance, customer satisfaction and business processes
• Maintain in depth knowledge of Client dispute handling requirements
• Ensure dispute handling processes align with regulatory requirements and client expectations
• Lead exam/audit readiness efforts for dispute handling
• Interpret and respond to examination requests and feedback including regulatory audits, client audits and Compliance requests
• Cross functional collaboration to communicate dispute handling strategies and address negative impacts of them
• Continuous assessment of financial, process, and workforce impacts and pursue strategies to minimize negative impacts
• Ensure adherence to agreed upon expense management targets

Preferred Qualifications

• Project management background
• Ability to create SQL queries
• Audit and control experience

Benefits

• Flexible working
• Employee equity
• Flexible paid leave
• Uprise (EAP Provider)
• Remote work set-up (AUD $750 budget for working environment setup)