Supervisor, Fraud & Disputes, Card Services Department

Position Overview:

The Supervisor, Fraud & Disputes, Card Services oversees the daily operations of the unit, ensuring the delivery of exceptional, personalized customer service aligned with the Bank’s corporate goals.

The incumbent provides leadership and guidance to Fraud & Disputes Analysts and support staff, manages inbound and outbound customer interactions, and assists with credit cards and other Bank products and services. The role requires strict adherence to established standards, with a strong focus on service excellence, operational efficiency, and positive customer outcomes.

Key Responsibilities:

• Supervise the daily operations of the Fraud & Disputes Unit, ensuring adherence to Bank policies, procedures, and regulatory standards.
• Lead, coach, and support Fraud & Disputes Analysts, ensuring productivity, accuracy, and high performance.
• Oversee the timely processing of chargebacks and fraud cases, ensuring compliance with Visa Inc. and card association timelines.
• Monitor fraud alerts, analyze trends, and recommend enhancements to risk management strategies, controls, and rule parameters.
• Review and validate reports, logs, and reconciliations (including chargebacks, GL accounts, and fraud reports) to ensure accuracy and completeness.
• Prepare and submit monthly and quarterly fraud and chargeback reports to management and relevant stakeholders.
• Manage escalated fraud and dispute cases, ensuring prompt, professional, and effective resolution.
• Ensure proper documentation, record-keeping, and audit readiness for all Fraud & Disputes activities.
• Collaborate with internal teams.
• Identify opportunities to improve operational efficiency, reduce risk exposure, and support the Card Centre’s overall financial performance and growth.

Minimum Qualifications & Experience:

• Associate’s Degree in Business, Finance, or a related field, or an ABIFS Certificate, with a minimum of three (3) years’ banking experience, including at least two (2) years within a Card Centre environment.
• Proven experience in fraud management and AML processes.
• In-depth knowledge of Payment Card Industry operations, including rules and regulations of major card associations such as Visa Inc., Mastercard, Discover Financial Services, and American Express.
• Sound knowledge of relevant banking and regulatory requirements.
• Proficiency in card processing and fraud systems, including Visa Online (VOL), MasterCard Online System (MOL), and Discover E-Central Pro.
• Basic accounting knowledge with the ability to perform reconciliations.
• Demonstrated sales awareness and ability to support revenue-generating initiatives.
• Strong teamwork and collaboration skills.
• Excellent multitasking abilities, with strong computer navigation and keyboarding skills, including the ability to access and interpret client data while engaging with customers.
• Ability to quickly learn, retain, and communicate product and service knowledge effectively.
• Strong attention to detail, analytical thinking, and problem-solving skills.
• Proficiency in computer applications, including core banking systems, email, and network platforms.
• Excellent verbal and written communication skills, with strong organizational and time management abilities.

Why Join Us?

• Be part of a high-performing team that values innovation and excellence.
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan.
• Be part of a team that values your expertise and invests in your success!