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MUFG Union Bank Claims Operations Team Lead in Tempe, Arizona


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020).In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary:

MUFG is looking for an ambitious Operations-oriented, technical-minded, Dispute Resolution Team Lead to join our talented team in our Tempe, Arizona Corporate Office. The role will report into the Vice President, responsible for Dispute Resolution Operations. The Team Lead will join our Dispute Resolution team with a focus on Regulation E claim processing, Mastercard Chargeback Oversight and other peripherally related functions and initiatives.

Major Responsibilities:

  • Operational Support – 50% Provides technical work direction to staff of 10 employees. This includes day to day guidance, training, QC monitoring, and distributing of work. Monitoring of Offshore performance, including but not limited to, confirmation that all available chargebacks rights have been pursued. Conduct monthly one-on-ones with staff and leads monthly team meetings. Provide guidance in the handling of claims. Assist management in projects, pilots, and process improvement opportunities. Responsible for providing feedback to the manager on performance reviews. Responsible for recognizing processes in need of improvement, updates, or changes within departmental procedures and provide recommendations to management for consideration. Responsible for ensuring all SLAs are met utilizing trending tools to perform forecasting and schedule staff accordingly.

  • Claims Support – 40% Identify recovery/charge back opportunities through National Automated Clearing House Association (NACHA), STAR, and MasterCard. When necessary, file e-QAR (Questionable Activity Referral), LEA (Loss Event Application), Elder Abuse, or Account Takeover. Order external documents via STAR when deemed necessary. Communicate with business partners and make recommendations to ensure successful resolution of claims and minimize bank losses (e.g. recommend closing account, not reordering debit card). Advise branch of account, based on findings / risk /”red flags”, when to close account and / or not re-order debit card. Coordinate with various bank departments to make informed decisions. Consult with/seek advice from designated Corporate Compliance Officer, EFM (Enterprise Fraud Management), bank attorney and other necessary departments to make informed decisions on complex cases. Assist in claims investigations by coordinating with outside agencies (e.g. law enforcement agency), when required. Work with regulatory agencies (e.g., CFPB-Consumer Financial Protection Bureau) and handle the appeal process. Respond to internal escalations from Retail Branches, CAT (Customer Advocate Team), and OOP (Office of the President).

  • Reporting - 10% Responsible for monthly and quarterly reporting to internal business partners, external vendors and regulators.


Additional Information:

  • Banking & Claims processing experience, Comprehensive knowledge of banking regulations, specifically Regulation EPreferred

  • Knowledge of the MasterCard Dispute Resolution (Chargeback) process preferred

  • Bachelor’s degree Preferred

  • 1-3 years experience of banking experience

  • Excellent interpersonal and organizational skills

  • Microsoft Office; intermediate to advanced

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Operations

Primary Location: ARIZONA-Tempe

Schedule Full Time

Req ID: 10040883-WD