Team Leader - Disputes and Back Office Operations

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured, and designed for the way our customers live their lives.

A bank for all of us.

About the Back Office Operations Team

The Varo Disputes team is looking for a highly motivated individual who has a passion for leading others to join our growing team. We strive to service our customers' needs in a timely and proficient way. We work within the parameters of the Visa Dispute Process and Varo’s Policies & Procedures and constantly look for innovation and new ways to assist and advocate on behalf of our customers.

Varo is here to change the banking industry. We work hard to create the best personal banking experience possible. We’re responsible for building a lasting relationship with our customers; they know we care about helping them grow! We’re accountable for all service channels that we use to communicate, respond, and interact with customers. This includes digital, voice, and social media servicing. We support all of Varo’s banking features such as personal accounts, savings accounts, account aggregation, lending products, and many more to follow.

We’re designing a best in class servicing strategy that fits the lifestyle of our target customers. Come and help us bring that strategy to life! We’re currently a small group; you’ll have the opportunity to learn, design, and build something amazing. We need people who are excited to solve problems and build the bank of the future!

As Team Lead you will

• Manage staffing, coaching, and development for a team of 10-15 dispute specialists
• Implement and manage against defined KPI/KRI metrics and reporting to ensure agents are trained and performing to defined expectations
• Assist agents in developing career pathing, creating an IDP that is trackable, attainable, and realistic against skills 
• Provide exceptional customer service for Varo’s customers across our different financial products, primarily providing customer support via phone and email, but will require secondary support via chat, and social media
• Ensure agents are trained and performing to expectations
• Ensure team compliance with REG E, REG Z, NACHA, FCRA, and other regulations
• Manage the day to day operations of the dispute team ensuring timekeeping, employee evaluations, and performance metrics are maintained

You will bring the required skill and experience

• 2 to 3 years of Leadership or Management Experience highly desired
• 3 to 5 years DIspute investigation and resolution experience highly desired 
• Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness in decision making and independent problem-solving
• Proven record of boosting team performance and employee retention rates
• Experience in financial services/call centers or other service industries is strongly preferred
• Experience leading a high performing team is strongly preferred
• Must be flexible, adaptable, and comfortable working in a fast-paced startup environment
• Must possess high motivation, enthusiasm, and dedication to deliver results within strict timeframes

#Associate

About Varo

Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all digital, mission-driven, FDIC-insured, and designed around the modern American consumer. 

As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.

We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.

Varo. A bank for all of us.

Our Core Values

- Customers First

- Take Ownership

- Respect

- Stay Curious

- Make it Better

Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Learn more about Varo by following us:

Facebook - https://www.facebook.com/varomoney

Instagram - www.instagram.com/varobank

LinkedIn - https://www.linkedin.com/company/varobank

Twitter - https://twitter.com/varobank

Engineering Blog - https://medium.com/engineering-varo

SoundCloud - https://soundcloud.com/varobank

Beware of fraudulent job postings!

Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.