Manager (Business Process Development), Disputes

CardWorks Servicing, 100 Colonial Center Parkway, Lake Mary, Florida, United States of America ● CardWorks Servicing, 101 Crossways Park Drive West, Woodbury, New York, United States of America ● CardWorks Servicing, 225 W Station Square Drive, Pittsburgh, Pennsylvania, United States of America ● CardWorks Servicing, 9200 SouthPark Center Loop, Orlando, Florida, United States of America Req #9314
Tuesday, April 9, 2024

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:

We are seeking a highly motivated and detail-oriented Business Process Development Lead to join our dynamic team. In this role, you will be responsible for documenting future state business processes, focusing on an enterprise management solution with a special emphasis on disputes and fraud management. You will play a crucial role in documenting, optimizing, and aligning business processes with overall enterprise strategy. The role will act as a bridge between business operations, IT operation and vendor to implement a seamless solution for internal stakeholders, users and clients and customers.  teams.

 

Essential Functions:

  • Document process flows with integration points to facilitate understanding of agent touchpoints versus system touchpoints for future solutions.
  • Engage with relevant stakeholders such as business analysts, risk managers, and system architects to gather insights into their expectations and requirements.
  • Develop workflow diagrams to illustrate the end-to-end process.
  • Create detailed process documentation, including user stories and procedures.
  • Validate that test cases are designed to confirm effectiveness of risk mitigation strategies.
  • Recommend simulation tests using performance models to evaluate how the system performs in different scenarios
  • Predict and identify performance bottlenecks, ensuring optimal system functionality.
  • Focus on enhancing Customer Experience (CX) and User Experience (UX) through process design.
  • Implement proactive measures to mitigate potential risks and enhance the overall reliability of the system.
  • Work closely with developers to translate business process models into a working solution.
  • Provide guidance and support during the development phase, ensuring alignment with business requirements and technical specifications.
  • Foster effective collaboration between business analysts and modelers to enhance the success of the CASE Management Solution.
  • Establish regular communication channels, feedback loops, and alignment between roles to contribute to the overall success of the project.

 

Education and Experience:

  • Bachelor's degree in Business, Information Technology, or equivalent experience required
  • Five (5) or more years in financial industry with an emphasis in, Financial Bank Card industry
  • Experience with Fiserv (FDR)/similar and any case management related platforms preferred

 

Summary of Qualifications:

  • Proficiency in key Regulations and procedures such as REG Z/E, FCRA, Red flags, association rules, etc.
  • Knowledge of risk modeling and mitigation strategies
  • Proven experience in business process development, documentation, and optimization.
  • Strong understanding of functional requirement development life cycle and testing methodologies.
  • Experience in performance modeling and User Acceptance Testing (UAT).
  • Knowledge of industry best practices in software quality assurance.
  • Strong analytical and problem-solving skills.
  • Experience with testing tools such as JIRA or similar.
  • Experience in Enterprise Applications, supporting internal and external stakeholders.
  • Familiarity with agile development processes.
  • Ability to work effectively in a cross-functional team environment.
  • Excellent communication and collaboration skills.
  • Ability to adapt to changing priorities and tight deadlines.
  • Advanced MS Suite experience (pptx, excel, and Visio).

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.
 

 

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references. 

Other details

  • Pay Type Salary
Location on Google Maps
  • CardWorks Servicing, 100 Colonial Center Parkway, Lake Mary, Florida, United States of America
  • CardWorks Servicing, 101 Crossways Park Drive West, Woodbury, New York, United States of America
  • CardWorks Servicing, 225 W Station Square Drive, Pittsburgh, Pennsylvania, United States of America
  • CardWorks Servicing, 9200 SouthPark Center Loop, Orlando, Florida, United States of America