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The role is responsible for managing the end-to-end card dispute, chargeback, fraud prevention, and customer claims operations, ensuring adherence to applicable policies, procedures, and regulatory requirements. The position will serve as a Subject Matter Expert (SME) in card disputes and chargebacks while providing strategic and operational leadership to the fraud prevention team.

The role will oversee dispute resolution across Debit Cards, ATM, ACH, Checks, and Online Banking for both consumer and business accounts, ensuring that customer claims are accurately assessed and resolved in accordance with federally regulated guidelines. The position will also be responsible for monitoring fraud and loss trends, identifying potential risks, and implementing appropriate mitigation strategies to minimize financial losses and enhance the overall customer experience.

Duties:

Key Responsibility Area:

- This position is accountable for managing the card dispute process (Reg E Disputes).
- Ensures chargebacks, and all department processes are compliant with policies, procedures, and regulations.
- Subject Matter Expert in chargebacks and card disputes.
- Stays current with new developments in the fraud and loss prevention field, and responsible for monitoring, analyzing, and making recommendations/implementing solutions to mitigate card fraud and losses.
- Manage, mentor, and grow a team of fraud specialists
- Customer Claims assists customers with electronic/check fraudulent and merchant dispute transactions on Debit Card, ATM,

ACH, Checks, and Online Banking for consumer and business accounts for all lines of business. The function decisions disputes for payment or denial according to federally regulated guidelines

- Create and revise banking policies/SOPs, formulating departmental OKRs/KPIs

•Hold regular one-on-one meetings,



provide regular and constructive feedback to the team members.

- Staffing management
- Weekly/Monthly Reporting to management
- Be responsible for end-to-end customer experience, supporting cross department initiatives to drive improvements, improve efficiency and reduce complaints.
- Responsible for the recruitment, training, induction, and coaching of manpower for fraud prevention operations • Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight
- Enhance the quality of client interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
- Break down objectives into actionable and track for timely delivery and monitor to ensure that the objectives of the project have been met.
- Check with the Training and Quality team for standardization and quality of delivery

Eligibility Criteria:

- Productive team management & leadership qualities
- Excellent verbal & written communication skills along with active listening
- Organizational, teamwork, and customer service skills
- Must have 2 years of Card Disputes (US financial institution/banking) experience
- A Team Leader in a BPO for the last 2 years, at least
- Strong skill sets on Attrition, Shrinkage, SLA, C-sat/NPS, AHT, Occupancy, MBR & QBR
- Ability to multi-task, set priorities & manage time effectively
- Attention to detail
- Industry ITES / BPO / KPO / LPO / Customer Service / Operations Work Experience 3 - 7 Years
- Qualification: Bachelor’s Degree
- 24/7/365 availability, including a willingness to work on weekends, and outside of the standard workday
- Must be a quick learner and possess strong leadership skills
- Strong time management, prioritization, work organization and multitasking skills with a drive for efficiency, accuracy and risk management controls required

📌 Manager (Gurugram)
🏢 Quinte Financial Technologies
📍 Gurugram