Fraud Operations Manager

Chargeback And Recovery Leader

Citizens Fraud & Claims Operations is seeking a seasoned leader to own the end-to-end chargeback and recovery function across card products. This role is responsible for leading chargeback processing, recovery operations, representment and pre-arbitration strategy, vendor relationships, network compliance, and settlement accuracy for both fraud and non-fraud claims. The ideal candidate brings deep expertise in Mastercard chargeback reason codes, network dispute lifecycle management, and vendor partnerships with organizations like Ethoca and Verifi. This leader will manage onshore and offshore teams, drive automation through our Cypress claims platform, and serve as the bank's subject matter expert on card network recovery. This role reports directly to the Head of Claims Accounting & Recovery and partners closely with Fraud Strategy, Risk, Technology, Accounting, and Digital teams.

Most importantly, while in this role you'll feel valued for who you are and supported to achieve what's important to you, personally and professionally!

Primary responsibilities include

• Own all Mastercard and STAR network chargeback processing for fraud and non-fraud debit, ATM, and credit card claims. Serve as the bank's subject matter expert on Mastercard chargeback reason codes. Manage the full dispute lifecycle from first chargeback through representment review, pre-arbitration, arbitration case filing, and compliance case filing per Mastercard Chargeback Guide rules. Ensure MEB form accuracy, reason code selection, and documentation standards are consistently followed across onshore and offshore teams. Monitor and maintain compliance with Mastercard edits, and respond to network compliance notices.
• Drive recovery performance across representments, MIC (Merchant Issued Credits), pre-arbitration, and arbitration to meet or exceed monthly targets. Develop and execute strategies for collusive merchant chargebacks, force-posted transactions, and issuer-initiated recovery, coordinating with Fraud Strategy and Investigations. Own the recovery lifecycle from chargeback submission through final disposition, ensuring no representment rights are lost due to aging or process gaps. Provide regular reporting on recoverable dollars, amounts worked, chargeback success rates, and loss exposure by claim type and reason code.
• Own the operational relationship with Ethoca (Mastercard subsidiary), including alert configuration, data field management, integration with Cypress, and First Party Trust data. Own the operational relationship with Verifi (CDRN), ensuring merchant credit notifications are processed accurately and integrated into the claims workflow. Serve as primary contact for Mastercard Account Management for chargeback compliance, system issues, and escalation of collusive merchant cases. Partner with Procurement on SOW renewals, pricing negotiations, and privacy/data reviews for vendor contracts.
• Oversee daily operations in Mastercom (Claims Manager, Dispute Resolution, single message and dual message processing), including custom reporting, reject management, and settlement reconciliation. Partner with Technology on Mastercom API integration into Cypress, including chargeback submission, representment retrieval, and pre-arbitration automation. Manage STAR system processing for non-Mastercard debit chargebacks and ensure correct routing based on Network ID.
• Lead a team of onshore and offshore colleagues responsible for chargeback processing, recovery, representment review, MIC monitoring, and settlement. Develop and maintain documented procedures, training materials, and quality scorecards for all chargeback and recovery functions. Ensure controls are in place to prevent chargebacks on paid disputes, duplicate final payments, and premature claim closures.
• Partner with the Cypress and Agentic AI team to define and refine chargeback eligibility rules, Verifi/Ethoca waterfall sequencing, and automated recovery workflows for MVP1 and beyond. Support the design of the AI recovery agent that determines recoverability, selects optimal recovery path, reviews merchant responses, and recommends next best action. Drive adoption of automated chargeback processing, reducing manual touchpoints while maintaining compliance and quality.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • 5+ years in fraud and/or claims operations at a bank, payment processor, or fintech, with deep hands-on experience in chargeback processing and recovery
  • Expert-level knowledge of Mastercard chargeback reason codes, dispute lifecycle (first chargeback through arbitration), and network operating rules
  • Direct experience with Mastercom (Claims Manager, Dispute Resolution, reporting, API)
  • Proven track record managing vendor relationships with recovery or fraud prevention vendors (Ethoca, Verifi, or similar)
  • Experience leading and developing onshore and offshore teams in a high-volume, regulated environment
  • Strong understanding of Reg E, Reg Z, and card network compliance requirements as they relate to chargebacks and recovery
  • Ability to connect operational execution to financial outcomes (recovery rates, loss exposure, GL impact)
• Preferred Qualifications
  • Prior experience at a Fintech, payment network, or processor with specialized chargeback/recovery focus
  • Familiarity with STAR debit network processing and dual-message vs. single-message transaction routing.
  • Experience with claims platform transformation or migration (e.g., legacy to modern case management)
  • Knowledge of MATCH/SAFE merchant reporting and QMAP programs
  • Process improvement credentials (Lean/Six Sigma) or project management experience
  • Experience with agentic AI, automation, or machine learning applications in fraud/claims

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:00 am - 5:00 pm Monday - Friday, 4 days in office, 1 day from home at Riverside RI, Pittsburgh PA or Irving TX office

Required Skills

• Analytical Reasoning
• Continuous Improvement
• Curiosity
• Customer Service
• Customer-Centricity
• Data Gathering and Analysis
• Fostering Inclusion
• Fraud Management
• Fraud Prevention Strategies
• Industry Insight
• Motivating Others
• Operational Excellence
• Operational Risk
• Persistence and Tenacity
• Process Optimization
• Project Management
• Risk Management Framework
• Team Well-Being
• Technology Quotient
• Valuing Diversity and Inclusion

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.