Director of Dispute and Fraud Operations (Banking/FinTech)

Recruiting For Less – Our Silicon Valley based client, a leading global FinTech firm providing digital banking payments processing technology and infrastructure, is looking for a Director of Dispute and Fraud Operations. This role will lead a team of managers and motivate them to meet or exceed performance standards and ensure that strategic goals are accomplished. The Director will also have input into the departmental strategy.

The functional areas reporting to this position include, Disputes, Fraud Operations, and Financial Operations. These teams are responsible for dispute and fraud case processing, payment exception processes, chargebacks and similar functions.

The Disputes Team’s primary purposes are to meet the direct practical processing needs of customer disputes, and to meet the regulatory compliance requirements of Regulation E. This team is responsible to Finance for effectively performing and substantiating chargebacks to contain fraud losses within the operational loss forecast; to Compliance for meeting Regulation E obligations; and to Client Engagement for meeting SLAs to limit and address dispute related customer contact and responding to client escalations.

The Fraud Prevention Team creates, monitors and evaluates performance of anti-fraud strategies and plans and identifies opportunities to optimize fraud prevention with customer experience. This small but impactful team has analytics, investigations and outreach. They conduct root cause analysis to identify the gaps in the current fraud management processes and perform analysis to create new and enhance existing controls.

The Director must effectively manage cross-functional relationships collaborating closely with the VP of Operations, VP of Client Engagement, and their teams.

Responsibilities

  • Overseeing operations for disputes/chargebacks, financial operations & fraud teams
  • Compliant, effective and efficient dispute, fraud, chargeback and payment exception processing
  • Building, overseeing, coaching and developing a high performing team
  • Identifying and implementing operational efficiencies, including but not limited to automation, process improvements, and system enhancements across disputes and fraud
  • Establishing and improving reporting, forecasting, and capacity planning
  • Establishing and implementing enhanced quality program and protocols
  • Ensures all service levels and regulatory requirements are met
  • Identifying, evaluating, developing and establishing go-to-market plans for enhancing dispute and fraud product offerings
  • Collaborate with organizational leadership to implement continuous improvements and improve integrations

Experience

At least 10 years’ experience leading teams in fraud operations at a retail financial services or fintech firm, including:

  • Directing operational units involved in deciding card fraud claims and resolving account disputes
  • Prevention of a wide range of consumer financial fraud typologies
  • Experience with fraud attempted using digital and mobile channels and devices
  • Deposit and credit products, including debit and credit cards, checking accounts, ACH/money transfers, mobile check deposit, etc.
  • Leadership and mentorship of large teams
  • Track record of continuous improvement

Skills/Attributes

  • Advanced knowledge of dispute and fraud operation functions, systems, policies and procedures
  • In-depth understanding and practical application of applicable laws and regulations e.g., Reg E, Reg Z.
  • Knowledge of the digital payments ecosystem, financial services operations and human resources
  • High degree of curiosity, especially about digital payments, fintech, and the use of technology to prevent fraud and enable superior customer experiences
  • Comfortable in a high growth, fast paced, fast changing environment
  • Able to create processes – this is a young team
  • Passion for and commitment to customer service
  • Strong analytical, decision-making, and problem-solving skills
  • Well-developed leadership abilities and strategic management skills
  • Excellent interpersonal, verbal and written communication skills
  • Outstanding ability to develop and foster cross-functional relationships with key stakeholders
  • Strong work ethic and ability to remain motivated in an independent work environment.
  • Highly collaborative working style – able to partner within a team with diverse views and perspectives

Qualifications

  • A BA/BS degree required or equivalent work experience. Preferred Masters in Business Administration (MBA) degree.