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Director Fraud & Dispute Operations

Omaha, USA

Job Description:

  • 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.

We are looking for:

  • Minimum Education: BA/BS degree required or equivalent work experience. Preferred Masters in Business Administration (MBA) degree
  • Required Experience: At least 12 years’ experience leading teams in fraud operations at a retail financial services or fintech firm.


  • 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.
  • 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.
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