馃専 Dispute Investigations Manager
馃搷聽Location:聽Kansas City, MO
nbkc isn鈥檛 your average bank. We take your traditional financial institution and make it better. What we provide our customers is only as strong as the people behind the scenes who power it, and that鈥檚 where you come in.
We foster a supportive, forward-thinking environment where you鈥檒l collaborate with intelligent, diverse teammates and lead meaningful work you鈥檒l be proud of. nbkc is deeply committed to diversity, equity, and inclusion, and we strive to build teams and a culture that reflect a wide range of backgrounds and perspectives.
This position is @Flex, combining work from home and in-office collaboration.
馃捈 What You鈥檒l Do
As Dispute Investigations Manager, you will lead and oversee the bank鈥檚 debit card and ACH dispute operations, ensuring strong regulatory compliance, operational efficiency, and excellent internal and partner support.
Leadership & Operations
- Lead and manage the daily operations of the debit card and ACH dispute investigation team, including staffing, onboarding, training, coaching, performance management, and quality assurance.
- Establish clear team expectations, workflows, and escalation paths to support timely and accurate dispute resolution.
- Serve as an escalation point for complex disputes, exceptions, partner inquiries, and high-risk or sensitive cases.
- This role partners closely with Compliance and bank leadership and plays a visible role during audits and exams.
Regulatory & Risk Oversight
- Ensure dispute investigations comply with applicable regulations and network rules, including Regulation E, Regulation Z, NACHA, and Visa/Mastercard requirements鈥攕pecifically error resolution timelines, provisional credit, and notice obligations.
- Own and maintain dispute-related policies, procedures, training materials, and control documentation; review and update them as regulations, products, or partner models change.
- Support audit and regulatory exam readiness by coordinating responses, providing documentation, addressing findings, and monitoring remediation efforts.
- Promote fair treatment and consistency in decisioning to mitigate UDAAP and consumer harm risk.
Metrics, Quality & Continuous Improvement
- Monitor dispute volumes, SLAs, productivity, quality results, and error trends; analyze data to identify root causes and recommend process or control improvements.
- Evaluate operational efficiency and implement enhancements to tools, workflows, or staffing models as needed.
- Oversee quality assurance activities, ensuring adherence to policy and regulatory standards.
Fraud & Payments Collaboration
- Partner with Fraud, Compliance, Operations, and FinTech Relationship teams to maintain appropriate dispute and fraud controls.
- Oversee and coordinate card fraud strategies and blocking rules in alignment with risk partners.
- Provide leadership oversight of settlement, provisional credit posting, reconciliation, and accounting-related dispute activities.
Partner & Stakeholder Support
- Act as a primary point of contact for dispute-related inquiries and research requests from internal stakeholders and FinTech partners.
- Communicate clearly and effectively with partners regarding dispute outcomes, timelines, and regulatory expectations.
- Perform other duties and special projects as assigned.
馃帗 What You鈥檒l Bring
- Bachelor鈥檚 degree is preferred, or an equivalent combination of education and relevant experience.
- 5+ years of experience in a banking or financial services environment with a strong focus on dispute resolution and payments investigations.
- Demonstrated expertise in Regulation E, Regulation Z, NACHA rules, and card network (Visa/Mastercard) dispute requirements.
- Previous experience leading, coaching, or mentoring team members in an operational environment.
- Strong analytical skills with the ability to interpret data, identify trends and root causes, and recommend sound courses of action.
- Proficiency with Microsoft Excel and experience using dispute or case management systems.
- Ability to collaborate cross-functionally and communicate effectively with both technical and non-technical partners.
聽
猸惵燘onus Points
- Experience supporting or managing disputes in a FinTech or sponsor-bank environment.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced setting.
- Self-starter mindset with high attention to detail and accountability.
馃憠 Apply today and start building your career with nbkc.
Our Hiring Process
We respect your time. After reviewing your application, we will follow up with next steps. This may include a phone conversation, video interview, or in person meeting. You will hear from us and know where you stand at every stage.
Why You Will Love Working at nbkc
Perks and Benefits You Will Brag About:
- Hybrid flexibility with a modern @Flex work model in our Kansas City HQ
- Multiple comprehensive health plans including HSA, FSA, and PPO options
- 12 paid holidays plus your birthday off and 8 volunteer hours per year
- 401k with immediate vesting and a generous company match
- Paid parental leave
- Access to behavioral health advocates and an Employee Assistance Program
- Wellness perks, reimbursement programs, and onsite gym
- Four week paid sabbaticals at your 10, 18, and 25 year anniversaries
- Collaborative, growth minded culture that values learning and innovation
- Meaningful work helping customers make important financial decisions
- Career development opportunities in a growing, modern bank
About nbkc
nbkc is not your typical bank, and we do not want to be.
We are reimagining banking by investing in people, technology, and a culture built on transparency, care, and smart decision making.
We are deeply committed to diversity, equity, and inclusion and strive to create a workplace where employees from all backgrounds feel valued and supported.
We have been recognized as one of Kansas City鈥檚 Best Places to Work for more than five years, and once you are here, you will understand why.
nbkc bank is an Equal Opportunity Affirmative Action Employer. Minority, Female, Disability, Veteran, Gender Identity, Sexual Orientation