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Director, Fraud & Dispute Services

Columbus, OH, USA | TSYS

  • Industry:
    Financial Services
  • Position Type:
    Full-Time
  • Functions:
    Financial Services Professional
    General Management
    Legal / Compliance
  • Experience:
    10-12 years
Job Description:
61 people have viewed this job

Manages the management of active cases involving credit card fraud. Oversees the fact gathering and investigation process and advises on actions for resolution to ensure Service Level Agreements are maintained. Collaborates with legal and other business units along with client leadership and relevant government agencies as necessary in the development of policies, programs and other efforts designed to detect, identify and resolve fraudulent activity. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness identifying fraud. Researches, selects, and manages the software programs utilized in research efforts to review and analyze transactions and customer records in search of fraudulent activities.

What Part Will You Play?

Identifies fraud trends in order to minimize the risk of fraud loss to clients and the company. Develops relationships with multiple levels of leadership, serving as the advocate within the company, augmenting the clients’ business, satisfaction, and growth.

Leads regular client meetings to ensure requests, incidents and projects are being completed on schedule and with quality. Monitors operational indicators and identifies additional needs required to provide quality support. Oversees the deliverables from processes for content, accuracy, trends, areas for improvement and potential system impacts.

Provides leadership to multiple teams by measuring progress to goals and ensure that the team understands client strategy and organizational complexity to effectively engage at the highest level. Oversees the allocation of team member resources.

Facilitates business and executive reviews based on experience and trends. Owns, directs and ensures complete set up and preparation for the client fraud review monthly, quarterly, and annually, and understanding the content with the intent to improve the clients’ business. Aligns clients’ needs with internal solutions.

Communicates and collaborates with legal and other business units along with client leadership, card brands and/or relevant government agencies as necessary in the development of policies, programs, tools and other efforts designed to detect, identify and resolve fraudulent activity.

Plans prepares and executes the annual budget for area of responsibility.

Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

Bachelor's Degree

Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.

Minimum of 10 years

Related professional experience including a minimum of 5-6 years experience in a managerial position.

Knowledge of rules and regulations governing cards. Strong leadership skills. Knowledge of dispute resolution, ID Theft, and/or fraud preferred  

Manage multiple teams in Back Office in support of fraud and disputes as well as CS. Direct reports include ADs, Mgr and AMs. Responsible for Off Phone, Dispute Resolution, Specialty Fraud and Dispute Technical Support Teams.​

Preferred Qualifications

Master's Degree

Related field of study from an accredited university.

Prior TSYS, payment or technology industry experience is preferred.


 


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