Lead Fraud & Claims Operations Representative

Lead day-to-day work and mentorship for fraud and claims team, prioritizing complex account activity and claims involving high risk/high dollar transactions.

Support team performance and cross-group operational tasks, implementing process improvements for fraud and claims operations.

Contribute to resolving control deficiencies requiring coordination among cross-functional teams and provide subject matter expertise to less experienced staff.

Minimum 2+ years customer service, financial services, fraud, or investigations experience (including equivalent military, training, education).

Expert knowledge of Regulation E and VISA Operating Rules & Chargeback Guidelines.

University degree in Business or related discipline.

Work experience beyond 2+ years or notice period: Not explicitly mentioned in the JD.

Strong operational leadership and mentorship experience in fraud and claims environments handling complex transactions.

Demonstrated ability in project management, process improvement (lean and Six Sigma), and training facilitation.

Experience driving organizational change and working effectively across teams and organizational levels in a dynamic environment.