Fraud & Disputes Supervisor

Job Description

The Fraud & Disputes Supervisor is responsible for overseeing daily operations of a frontline team handling inbound calls and transaction-related claims, including fraud, disputes, and account investigations. This role ensures operational excellence, regulatory compliance, quality assurance, and timely resolution of customer claims while supporting team performance, engagement, and continuous improvement. This position is in office in Henderson, Nevada and requires you to be in office M-F 8:00 am to 5:00 pm.

Key Responsibilities

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• Supervise, coach, and develop a team of Fraud & Disputes Analysts handling inbound calls and casework
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• Monitor daily staffing, queues, call volumes, and claim backlogs to meet SLAs and service levels
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• Conduct regular one-on-ones, performance reviews, and coaching sessions
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• Address performance gaps through action plans, training, and real-time support
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• Serve as the first point of escalation for complex customer issues or sensitive cases
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• Oversee end-to-end processing of fraud claims, disputes, chargebacks, and related investigations
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• Ensure accurate and timely case handling in accordance with Visa, Mastercard, and internal policies
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• Identify trends in fraud activity, disputes, and customer complaints and escalate as needed
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• Handle customer escalations as they arise
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• Ensure compliance with applicable regulations (e.g., Reg E, card network rules, internal SOPs)
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• Partner with Quality Assurance to implement feedback and corrective actions
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• Maintain audit-ready documentation and support internal/external audits
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• Payroll and workforce management to ensure appropriate staffing
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Supervisory Responsibilities

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• Oversees daily operation of Fraud & Disputes department and is responsible for the development and performance management of Fraud & Disputes staff.
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Required Skills/Abilities

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• Outstanding customer service skills.
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• Excellent written and oral skills.
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• Computer literacy and keyboard typing skills.
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• Proficiency in Microsoft Office Suites.
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• Ability to work independently and as part of a team in a fast-paced environment.
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• Problem-solving skills and the ability to handle challenging situations with professionalism and empathy.
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• Excellent Problem-Solving skills.
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• Bilingual preferred – English/Spanish.
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Education and Experience

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• High school diploma or equivalent.
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• Must be 18 years of age.
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• Minimum of 3 years in supervisor/manager role
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• Experience with Fraud/Disputes/Back Office
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Working Conditions

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• Work is generally performed within an indoor office environment utilizing standard office equipment.
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• General office environment requiring frequent sitting; dexterity of hands and fingers to operate a computer
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• Position is not eligible for remote work.
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