Team Leader (Credit & Debit Card Disputes)

Team Leader (Credit & Debit Card Disputes) Coforge Ltd. - 3.6 Augusta, GA Job Details 1 day ago Qualifications Customer communication

Full Job Description Key Responsibilities :

- Responsible for overseeing a team of Disputes Specialists handling end-to-end dispute lifecycle activities, including chargebacks, re-presentments, fraud claims, and merchant disputes. This role ensures team performance, quality, and compliance with card network regulations, while maintaining high standards of customer satisfaction. The Team Lead provides guidance, coaching, performance management, and operational support, ensuring adherence to SLAs and regulatory requirements in a secure PCI-DSS-compliant environment. Supervise, coach, and motivate a team of Dispute Specialists to achieve performance targets. Conduct regular team huddles, one-on-one sessions, and performance reviews. Monitor productivity, quality, attendance, and adherence metrics. Identify skill gaps and drive training, coaching, and development plans. Manage escalations and provide resolution support for complex cases. Oversee dispute processing activities including chargebacks, re-presentments, and arbitration cases. Ensure adherence to SLAs, turnaround times, and card network deadlines. Monitor dispute queues, workload distribution, and case aging. Ensure accuracy of case documentation and decision-making. Act as a Subject Matter Expert (SME) for dispute processes and systems. Review complex chargeback and re-presentment cases for quality and accuracy. Approve or guide decisions on high-risk or high-value disputes. Track and analyze dispute trends, root causes, and process gaps. Coordinate with internal stakeholders and external partners (banks/merchants). Handle critical customer escalations and ensure timely resolution. Ensure team delivers clear, compliant, and professional communication. Drive a customer-centric approach