Supervisor Dispute Research

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Supervisor, Dispute Research
Duties: Supervises the process of investigating claims and drafting response letters for all received disputes. Assigns and balances work assignments to team members as needed. Performs regular quality control audits of work performed by team members. Reviews and approves response letters generated by team members. Confirms detailed factual analyses of loan histories have been properly completed by team members. Assesses root cause of all discovered errors and proposes preventive solution to department executive. Escalates all concerns to the department management in a timely manner. Performs regular review of organizational policies and procedures to ensure processes are in place to minimize complaints. Maintains comprehensive database of all complaints and resolution actions taken and regularly review with department management. Ensures Dispute Resolution team is providing exemplary customer service, adhering to department processes, and meeting QC standards. Ensures all established deadlines are met. Trains and coaches team members to ensure performance at a minimal meets department expectations. Meets regularly with Dispute Resolution team to assess performance and discuss any concerns or issues. Provides on-on-one mentoring to team members and provide timely assessment of their performance. Performs other duties as assigned to assist team in meeting its objectives. Ensures compliance with departmental policies, procedures or processes. Financial stewardship. Keeps abreast of industry trends and regulatory requirements to ensure alignment with business needs. Monitors customer satisfaction and provides suggestions for improvements in services or programs. Holds subordinates accountable for performance and identifies development opportunities. Performs other duties as assigned by management.

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