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LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!

About the Role

The primary function of the Sr Supervisor, Deposit Claim Operations is to provide oversight to all elements of Operational case management for customer disputes and Regulation E claims. This role will be responsible for defining and executing process analysis, research, and dispute resolution on key areas within mobile deposit, ACH transactions/transfer, and ATM and debit card activity.

What You'll Do

• Define investigate and claim resolution protocols in compliance with Regulation E, communicating results of the investigation to customers and internal partners in a timely and professional manner

• Manage oversight of existing claims and/or claim inquiries to include meeting daily SLA’s in accordance with Regulation

• Research and identify suspicious activity through comparative analysis to determine if the activity is normal or constitutes proactive steps to avoid further or potential loss

• Perform advanced account research and problem resolution, including handling escalated calls and complaints

• Complete operational processes to ensure proper execution of claim resolution, notification to customers, managing exception processing, and ensuring appropriate credits and reversals are executed on behalf of customers

• Possess a strong working knowledge of and adherence to all banking regulations and bank policies and procedures

• Define and develop an enhanced end-to-end dispute intake and management process; identifying applicable technology applications or enhancements to improve process throughput

• Perform excellent customer service with all points of contact including meeting/exceeding service level expectations

• Develop and maintain strong working relationships with frontline sales and support staff to communicate information and provide assistance related to operational processes

• Lead a team, defining roles and responsibilities and establishing direct accountabilities to achieve business goals; hires, develops, and coaches claims employees for results delivery

• Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement

• Focus on building talent and people capability to enable a high-performance culture

About You

• 4+ years of prior banking experience, preferably in an operations environment; bachelor’s degree; or equivalent work experience
• 2+ years of experience supervising a team in a fast paced, highly regulated environment

• The proven ability to manage both day to day execution and projects to achieve results of business goals and special assignments

• Knowledge of claim and dispute regulatory compliance and branch/bank policies and procedures

• Proficient in the investigation and resolution of all claim types, inclusive of chargeback knowledge

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

• Excellent customer service, critical thinking, analytical, problem solving, decision making and organizational skills

• Experienced with Microsoft Office Suite, including MS Word, Excel, PowerPoint and Outlook, as well as internet navigation

• Effective written and verbal communication skills

Work Location
Lehi or Boston

We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays, and Thursdays.

Time Zone Requirements
Local hours (MT, ET)

#LI-Hybrid
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LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected].