Associate Director, Fraud and Disputes Operations
New
Z
ZipFinancial Services, Fintech
Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan officeFull-TimeDirector
Salary$117,000 - $145,000
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Job Details
- Experience
- 8+ years
- Required Skills
- Machine LearningRisk ManagementData analytics
Requirements
- 8+ years of experience managing Fraud Operations in a fast-paced environment, preferably in financial services.
- Experience with card disputes, chargebacks, Reg Z, Reg E and card network rules.
- Experience scaling operations in fintech, payments, banking or BNPL.
- Strong analytical and data-driven decision making.
- Excellent communication and interpersonal skills.
- Knowledge of regulatory requirements and industry standards related to fraud and disputes.
- Experience with fraud detection technologies, data analytics, and machine learning models.
- Bachelor's degree in Customer Science, Information Technology, Business Administration or a related field, or equivalent experience.
- Experience leading and mentoring a team.
Responsibilities
- Lead and develop managers responsible for Fraud Operations and Disputes Operations.
- Define and execute the operational strategy for fraud investigations and disputes management.
- Partner cross-functionally with Fraud Strategy, Compliance, Product, Finance, and Customer Experience teams.
- Oversee fraud investigation operations, ensuring effective processes, tooling, staffing, and service level performance.
- Provide leadership and oversight for customer disputes and chargeback operations, ensuring compliance with Regulation Z and card network rules.
- Lead continuous improvement initiatives, including automation, process optimization, and tooling enhancements.
- Own performance against key operational metrics, including fraud loss mitigation, recovery rates, and customer satisfaction.
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