Manager, Dispute

1 month ago

Toronto, Canada PC Financial Full time

**All referred applicants must first be submitted through Workday by a current Loblaw Colleague.**

**Location**:
500 Lake Shore Boulevard West, Toronto, Ontario, M5V 2V9

**When you hire great people, great things can happen.**

PC Financial offers unprecedented value to Canadians through payment products. We’re a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

**Our hybrid model requires this role to be in office 4 days a week with flexible working hours at our Bathurst/Lakeshore location.**

**Manager, Dispute & Fraud Recovery**

We are seeking a highly motivated and experienced Cardholder **Dispute & Fraud Recovery Manager** to lead our dispute/chargeback processing and fraud recovery operations. In this critical role, you will be instrumental in ensuring our partners are delivering high quality service to our customers, optimizing and documenting processes while minimizing financial exposure by leveraging your expertise in chargeback management, fraud prevention, and vendor management.

**What You’ll Do**:

- ** Mitigate Risk**:Oversee all aspects of chargeback processing and fraud recovery operations, ensuring a seamless customer experience while minimizing financial risk, executing on quality assurance and performance checks
- ** Drive Operational Excellence**: Continuously analyze and optimize operational processes, identifying opportunities for automation, streamlining, and enhanced efficiency.
- ** Maximize Performance**: Manage our valued vendor partners, ensuring adherence to service level agreements, driving continuous improvement, and fostering a collaborative and productive relationship.
- ** Deliver Value**: Perform in-depth data analysis on key performance indicators, identifying trends, and developing actionable insights to proactively mitigate risk and improve performance.
- ** Stay Ahead of the Curve**: Maintain up-to-date knowledge of industry best practices, regulatory changes (including card brand mandates), and emerging fraud trends, ensuring our operations remain compliant and cutting-edge.
- ** Be the Subject Matter Expert**: Take ownership of escalated issues, driving them to successful resolution. Provide expert support for challenging dispute and fraud recovery situations

**What You’ll Bring**:

- 3+ years of experience in chargeback operations within a Canadian Financial Institution, demonstrating a deep understanding of industry regulations, card brand rules, and best practices.
- 3+ years of hands-on experience in fraud recovery, showcasing a strong understanding of investigative techniques, risk mitigation strategies, and emerging fraud trends.
- Proven ability to effectively manage outsourced vendor relationships, ensuring performance accountability, driving continuous improvement, and fostering strong communication channels.
- Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights to drive operational improvements and inform strategic decision-making.
- Excellent written and verbal communication skills, with the ability to effectively convey complex information to diverse audiences, including senior management, vendors, and regulatory bodies.
- A team player who thrives in a fast-paced environment and can effectively collaborate with cross-functional teams and external stakeholders to achieve shared goals.
- Experience with credit card and deposit account operations within a digital banking environment an asset
- Familiarity with industry-standard fraud recovery and prevention tools.
- Post-secondary education in Business, Finance, or a related field an asset

**Number of Openings**:
1
- PC Financial recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our _organization. Accommodation_ is available upon request for applicants and colleagues with disabilities._

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.

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