Product Manager, Disputes

About the position

We’re looking for a Product Manager with a strong focus on Disputes to join our Trust & Safety team. In this role, you will lead the development and execution of product strategies that enhance our dispute resolution processes, ensuring compliance with financial regulations while delivering a seamless and satisfying experience for our members. Your expertise will be key in shaping how we manage banking disputes, chargebacks, and fraud-related concerns, and you will play a vital role in driving innovation in dispute management.

Responsibilities

• Drive Dispute Management Strategy: Own the creation and execution of strategies focused on improving the entire lifecycle of banking disputes, including chargebacks, fraud investigations, and customer complaints.
• Enhance Member Experience: Develop processes and tools that simplify and expedite dispute resolution for customers, reducing friction and ensuring a seamless user experience.
• Ensure Compliance: Partner with legal and compliance teams to ensure all dispute-related processes meet regulatory requirements (e.g., Reg E, Reg Z, NACHA rules).
• Cross-functional Collaboration: Work closely with operations, compliance, engineering, and customer service teams to implement scalable solutions for dispute handling.
• Data-Driven Decisions: Use data analytics to identify trends in disputes, drive improvements in dispute outcomes, and proactively reduce dispute volumes.
• Risk Mitigation: Develop strategies to detect and mitigate fraud, while protecting customers and ensuring fairness in resolution processes.

Requirements

• 4+ years of product management experience; specifically with a focus on dispute resolution in banking, fintech, or payments industry.
• Experience designing dispute-related features and solutions with a focus on improving customer experience and reducing friction during resolution.
• Strong track record of working with engineering, risk, compliance, and customer service teams to deliver dispute solutions that balance customer satisfaction and regulatory compliance.
• Proven experience in managing banking disputes, including chargebacks, unauthorized transactions, and fraud-related issues.
• Experience with fraud detection methods and tools, particularly in relation to dispute management and minimizing loss for customers.
• Understanding of credit card and debit card dispute processes, including chargeback rights, timelines, and recovery processes within Visa and MasterCard networks.

Benefits

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote.
• Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit.
• Competitive salary based on experience.
• 401k match plus great medical, dental, vision, life, and disability benefits.
• Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off.
• 1% of your time off to support local community organizations of your choice.
• Annual wellness stipend to use towards eligible wellness related expenses.
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents.
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too.
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress.