Fraud & Disputes Supervisor

The Fraud & Disputes Supervisor is responsible for overseeing daily operations of a frontline team handling inbound calls and transaction-related claims, including fraud, disputes, and account investigations. This role ensures operational excellence, regulatory compliance, quality assurance, and timely resolution of customer claims while supporting team performance, engagement, and continuous improvement.

Requirements

This position is in office out of Henderson, Nevada and requires you to be in the office M-F 8:00 am to 5:00 pm.  

Key Responsibilities

• Supervise, coach, and develop a team of Fraud & Disputes Analysts handling inbound calls and casework
• Monitor daily staffing, queues, call volumes, and claim backlogs to meet SLAs and service levels
• Conduct regular one-on-ones, performance reviews, and coaching sessions
• Address performance gaps through action plans, training, and real-time support
• Serve as the first point of escalation for complex customer issues or sensitive cases
• Oversee end-to-end processing of fraud claims, disputes, chargebacks, and related investigations
• Ensure accurate and timely case handling in accordance with Visa, Mastercard, and internal policies
• Identify trends in fraud activity, disputes, and customer complaints and escalate as needed
• Handle customer escalations as they arise 
• Ensure compliance with applicable regulations (e.g., Reg E, card network rules, internal SOPs)
• Partner with Quality Assurance to implement feedback and corrective actions
• Maintain audit-ready documentation and support internal/external audits
• Payroll and workforce management to ensure appropriate staffing

Required Skills/Abilities:

• Outstanding customer service skills. 
• Excellent written and oral skills. 
• Computer literacy and keyboard typing skills. 
• Proficiency in Microsoft Office Suites. 
• Ability to work independently and as part of a team in a fast-paced environment. 
• Problem-solving skills and the ability to handle challenging situations with professionalism and empathy. 
• Excellent Problem-Solving skills. 
• Bilingual preferred – English/Spanish.

Education and Experience:

• High school diploma or equivalent. 
• Must be 18 years of age. 
• Minimum of 3 year of supervisor/manager role. 
• Experience with Fraud/Disputes/Back Office

Working conditions:

• Work is performed within an indoor office environment utilizing standard office  equipment.
• General office environment requiring frequent walking and sitting: dexterity of hands and fingers to operate computer keyboard and mouse; walking and standing for long periods of time; and lifting of less than 20 pounds
• No travel is required
• Position is not eligible for remote work