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

If you think you are the right match for the following opportunity, apply after reading the complete description.
Key ResponsibilitiesSupervise, coach, and develop a team of Fraud & Disputes Analysts handling inbound calls and caseworkMonitor daily staffing, queues, call volumes, and claim backlogs to meet SLAs and service levelsConduct regular one-on-ones, performance reviews, and coaching sessionsAddress performance gaps through action plans, training, and real-time supportServe as the first point of escalation for complex customer issues or sensitive casesOversee end-to-end processing of fraud claims, disputes, chargebacks, and related investigationsEnsure accurate and timely case handling in accordance with Visa, Mastercard, and internal policiesIdentify trends in fraud activity, disputes, and customer complaints and escalate as neededHandle customer escalations as they ariseEnsure compliance with applicable regulations (e.g., Reg E, card network rules, internal SOPs)Partner with Quality Assurance to implement feedback and corrective actionsMaintain audit-ready documentation and support internal/external auditsPayroll and workforce management to ensure appropriate staffing
Supervisory Responsibilities
Oversees daily operation of Fraud & Disputes department and is responsible for the development and performance management of Fraud & Disputes staff.
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 ExperienceHigh school diploma or equivalent.Must be 18 years of age.Minimum of 3 years in supervisor/manager roleExperience with Fraud/Disputes/Back Office
Working ConditionsWork is generally performed within an indoor office environment utilizing standard office equipment. xzbcwsv General office environment requiring frequent sitting; dexterity of hands and fingers to operate a computerPosition is not eligible for remote work.