Manager, Dispute & Fraud Services - Travis Credit Union : Job Details

Travis Credit Union's (TCU) Dispute & Fraud Services Management is responsible for leading and enhancing the organizations end-to-end fraud prevention and dispute management programs. This role oversees a dedicated team focused on identifying, investigating, and resolving fraudulent activity across various payment channels, including debit and credit cards, ACH, wire transfers, checks, and digital walletswhile ensuring compliance with applicable regulations and delivering a seamless member experience. A key emphasis of the role includes overseeing the intake, investigation, and resolution of member disputes across all products and payment types, ensuring fair outcomes and adherence to regulatory requirements.

Dispute & Fraud Services Management sets strategic goals for the team, facilitates continuous training and performance development, and drives operational excellence through data analysis, technology optimization, and cross-functional collaboration. This role also serves as a key liaison during audits and regulatory examinations, while developing forward-thinking solutions that enhance fraud detection and recovery efforts. A commitment to empathetic member support, regulatory adherence, and proactive risk mitigation is essential.

Responsibilities:

• Leads, trains, evaluates, coaches, professionally develops, and motivates staff to attain department goals.
• Monitors and analyzes transaction activity to detect potential fraud across debit/credit cards, ACH, wires, checks, and digital wallets.
• Investigaes suspected fraud cases, gathers evidence, and coordinates with law enforcement when necessary.
• Maintains and enhances fraud detection systems and tools.
• Oversees the intake, investigation, and resolution of fraud alert disposition processes.
• Tracks loss trends for process improvement opportunities.
• Oversees the intake, investigation, and resolution of member disputes across a wide range of banking products and services.
• Ensures compliance with Regulation E, Regulation Z, NACHA, UCC, and card network rules.
• Manages chargeback processes and recovery efforts.
• Identifies opportunities to streamline dispute handling processes and improve member experience.
• Ensures adherence to internal policies and external regulations.
• Prepares and presents reports on fraud trends, losses, recoveries, and operational performance.
• Supports audits and regulatory examinations.
• Identifies and implements process improvements to enhance fraud detection and dispute resolution efficiency.
• Ensures timely, professional, and empathetic communication with members during fraud and dispute investigations.
• Handles escalated cases and sensitive member concerns.

Skills:

• Familiarity with digital payment platforms and emerging fraud trends.
• Knowledge of digital payment platforms (e.g., Zelle, Venmo, Apple Pay).
• Excellent analytical, communication, and leadership skills.
• Proficiency in Microsoft Office and fraud/dispute management platforms.

Reporting and Experience:

• Reports directly to assigned department leadership.
• Direct supervisory responsibilities for assigned department staff.
• Bachelors degree in business, finance, criminal justice or related field; or equivalent related work experience.
• Minimum of 6 years of professional experience in fraud prevention, dispute resolution, or financial operations.
• Minimum of 3 years in supervisory or leadership role.
• Strong knowledge of fraud detection systems, payment networks, and regulatory requirements.
• Experience with systems such as Verafin, Fiserv, Jack Henry, Symitar or similar.
• Certified Fraud Examiner (CFE) or similar certification, preferred.
• Project management or Lean Six Sigma certification, preferred.

Compensation:

Salary range is commensurate with experience. Grade 19 Exempt - $113,258.08 $139,900.80.

Our compensation philosophy is based on several factors such as the scope and responsibilities of the position, the candidates work experience, education/training, and key skills. At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!

Travis Credit Union is an Affirmative Action Employer

EOE/Individual with Disability/Veteran Status