[Hiring] Head of Disputes Management @Indebted

Aug 17, 2024 - InDebted is hiring a remote Head of Disputes Management. 📍 Location: USA.

About Us

InDebted is revolutionizing consumer debt collection for the better. We offer businesses an innovative approach to assist overdue customers in getting back on track. Our product-led solutions, powered by AI and ML, prioritize customer experience.

We operate as a fully remote team with over 300 employees across the globe. Founded in Australia, we've grown to serve the USA, UK, Canada, and New Zealand. With our revenue doubling year over year, we are poised for tremendous growth. Join us on our mission to help millions resolve debt more effectively.

Summary Description

The Head of Disputes Management is a new pivotal role focused on leading the strategy and execution of our Disputes Handling process for our American operations. This role ensures regulatory compliance while maintaining a high-quality consumer experience. You will design and implement a scalable dispute handling system, drive strategy and business metrics, and ensure strict process governance. This position reports directly to the Chief Risk and Compliance Officer.

Duties and Responsibilities:

• Own and oversee the disputes handling process.
• Lead the recruitment, development, and management of the disputes handling team, including onshore and offshore associates.
• Define the vision for dispute handling processes across U.S. and international locations.
• Collaborate with process owners and stakeholders to enhance dispute processes and control effectiveness.
• Identify and implement efficiency and quality metrics for dispute handling, ensuring target adherence.
• Work with Product and Engineering teams to resolve complex technical issues, document product bugs, and influence our product roadmap.
• Serve as the primary liaison with clients and regulators for dispute handling processes.
• Stay updated on U.S. dispute handling requirements under the FCRA and other regulatory environments.
• Ensure compliance with regulatory requirements and client expectations.
• Lead exam/audit readiness efforts for dispute handling and respond to regulatory audits and client examinations.
• Communicate dispute handling strategies and mitigate any negative impacts in collaboration with cross-functional teams.
• Assess and manage financial, process, and workforce impacts, pursuing strategies to minimize negative impacts.
• Ensure adherence to expense management targets.

Experience and Skills:

• Bachelor’s degree required.
• 10+ years of relevant experience.
• Proficient in Google office applications.

Must Have:

• Experience in process ownership and management.
• Expertise in process improvement.
• Experience managing functional budgets.
• Experience in Risk and Compliance.
• Strong organizational, communication, time-management, and interpersonal skills.
• High attention to detail.
• Ability to handle multiple projects simultaneously while meeting deadlines.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with employees, clients, and regulators.
• Proven experience in dispute handling, including investigations and resolution.
• Knowledge of compliance risk assessments and regulatory requirements.
• Understanding of risk & compliance legislation within U.S. debt collection.
• Insight into business processes and systems.
• Commitment to delivering quality outcomes.
• Strong critical thinking skills and intellectual curiosity.

Nice to Have:

• Project management background.
• Ability to create SQL queries.
• Experience with audit and control processes.

Our Benefits

Recognized by AFR as Australia's Best Place to Work in 2022, at InDebted, we offer:

• Flexible Working - We are a global, fully remote team dedicated to making work work for you.
• Employee Equity - Access to share options in a rapidly growing company.
• Flexible Paid Leave - Choose when, how much, and why you take leave with our trust-based model.