Job Details

Head of Disputes Management

Indebted

Job Description

About Us

InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.

We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.

Summary Description:

The Head of Disputes Management, is a new role responsible for leading the strategy and execution of the Disputes Handling process for InDebted’s American operations . This role supports InDebted’s ability to satisfy regulatory expectations while providing a high quality consumer experience. The role will lead the design and implementation of a robust and scalable dispute handling process. This role will drive both the strategy and business metrics for disputes handling and ensure process rigor and governance. This role will report directly to the Chief Risk and Compliance Officer.

Duties and Responsibilities:

Owner for the disputes handling process.

Lead efforts to hire, develop and build a dispute handling team including onshore and offshore associates.

Setting the dispute handling process vision for teams across multiple U.S. and international locations.

Lead and influence process owners and cross-functional stakeholders to improve disputes processes and control effectiveness.

Identify and implement dispute handling efficiency and quality metrics and assure adherence to targets.

Collaborate with Product and Engineering teams to help resolve complex technical issues, document product bugs, and help influence our product road-map.

Liaise as the dispute process owner with various clients and regulators.

Maintain in-depth knowledge of US dispute handling requirements under the FCRA.

Stay abreast of the regulatory environment and industry trends to identify emerging opportunities and risks to drive improved compliance, customer satisfaction and business processes.

Maintain in depth knowledge of Client dispute handling requirements.

Ensure dispute handling processes align with regulatory requirements and client expectations.

Lead exam/audit readiness efforts for dispute handling.

nterpret and respond to examination requests and feedback including regulatory audits, client audits and Compliance requests.

Cross functional collaboration to communicate dispute handling strategies and address negative impacts of them.

Continuous assessment of financial, process, and workforce impacts and pursue strategies to minimize negative impacts.

Ensure adherence to agreed upon expense management targets

Experience and Skills:

Bachelor’s degree required.

10+ years of related and pertinent work experience.

Demonstrated proficiency in Google office applications.

Must Have:

Process ownership and management experience.

Process improvement experience.

Experiencing owning and managing a functional budget.

Experience in Risk and Compliance.

Effective organisational, communication, time-management and interpersonal skills.

High attention to detail.

Ability to handle multiple projects/tasks simultaneously while meeting deadlines.

Superior 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.

Knowledge of risk & compliance legislation in the context of debt collectors in the United States.

Considerable knowledge of 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.

Audit and control experience.

Our Benefits

Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:

Flexible working - We’re a global, fully remote team passionate about making work, work for you

Employee equity - Access to share options in something big

Flexible paid leave - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it for

Uprise - Our EAP Provider supports your physical, social & psychological wellbeing

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you

SQL AI/ML Project Management

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