Terence Lee

You will be responsible for:

Managing workflow, Team Leads and assignment of case work, as required to ensure
department and client SLAs are met.
Working closely with Senior Manager, Business Operations on handling day to day
employee issues and making recommendations regarding hiring, promotions, and
terminations
Tracking operational performance data across multiple metrics and communicating
status updates to the Senior Manager, Business Operations, along with researching negative
variances
Being the subject matter expert in dispute handling, including superior knowledge of
Card Association rules and regulations, as well as payment industry
processes/terminology

Providing employees with timely, candid, and constructive performance feedback,
including recognizing, and rewarding employees for accomplishments
Developing employees to their fullest potential by using project-based learning,
including providing challenging opportunities that enhance employee careers and skills
Building relationships with Payment Processors, Card Associations, third party
service providers and other Verifi partners, as needed, to ensure desired client
satisfaction
Collaborating with peers within and outside the department on projects and
supporting product initiatives
Leading projects and providing input on Chargeback Operations team needs
Responsible for identifying, developing, communicating, preparing, and recommending
appropriate process improvements to accommodate client, system, and other business
priorities (i.e. recovery rates, quality, revenue, and operating efficiency)
Works with Senior Manager, Business Operations to troubleshoot escalated issues
Other tasks as assigned