Team Lead
COFORGE Marketing
Role: Team Lead Location: Augusta, GA Mode of Hire: Full Time Key Responsibilities Team Management & Leadership 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. Operational Oversight Oversee dispute processing activities including chargebacks, representments, 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. Chargeback & Dispute Governance Review complex chargeback and representment cases for quality and accuracy. Approve or guide decisions on high-risk or high-value disputes. Ensure compliance with Visa, Mastercard, Discover, and other network rules. Track and analyze dispute trends, root causes, and process gaps. Coordinate with internal stakeholders and external partners (banks/merchants). Customer Experience & Escalations Handle critical customer escalations and ensure timely resolution. Ensure team delivers clear, compliant, and professional communication. Drive a customer-centric approachbfb3568a-762b-4989-884b-a9682aa104ca
Vacancy posted 3 days ago
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