Fraud Tech Lead

The Fraud Tech Lead serves as the subject matter expert for dispute processing platforms, ensuring efficient workflows, regulatory compliance, system enhancements, and continuous process improvement. The role partners closely with Fraud Operations, Card Services, Information Technology, Compliance, Risk Management, and vendors to optimize dispute management while delivering an exceptional customer experience.

Essential Duties:

• Serve as the primary technology lead for card dispute processing systems and related applications.
• Maintain expert knowledge of card network rules and regulations.
• Analyze current dispute workflows and identify opportunities to improve efficiency, automation, and accuracy.
• Lead system implementations, upgrades, testing, and enhancement projects related to dispute processing.
• Collaborate with Information Technology and third-party vendors to resolve system issues and implement enhancements.
• Monitor dispute processing performance metrics, turnaround times, aging reports, and regulatory service level requirements.
• Identify operational risks and recommend process improvements to strengthen internal controls.
• Research complex dispute cases and provide guidance on exceptions and escalated issues.
• Ensure compliance with bank policies, card network requirements, regulatory expectations, and audit standards.
• Support internal and external audits by providing documentation and responding to inquiries.
• Assist with business continuity planning and disaster recovery testing for dispute operations.
• Mentor and provide technical guidance to operational staff.

Must deliver Service with HEART to all customers, both internal and external. Must maintain confidentiality of customer and bank information at all times. Must have strong attention to detail and accuracy and be able to work independently. Must be able to cross-train for other positions.

Education:

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.

Experience:

4 years related experience and/or training.
12 to 18 months related management experience.