Lead Fraud & Claims Operations Representative

Conduct end-to-end investigations of complex, unauthorized transaction claims and merchant billing disputes across Credit Card, Debit Card, ACH, and Self-Payment/Bill Pay rails.

Analyze transaction histories, payment flow data, device logs, and merchant documentation to determine fraud liability and claim validity.

Manage provisional credit processing, representment reviews, and chargeback workflows within designated network and regulatory timeframes.

Enforce strict compliance with Regulation E (Electronic Fund Transfers, Debit, ACH) and Regulation Z (Credit Cards, Truth in Lending) guidelines.

Ensure all written customer notifications, dispute timelines, and claim determination letters meet federal banking standards and Consumer Financial Protection Bureau (CFPB) mandates.

Serve as an advanced escalation point for US retail banking customers, handling high-friction interactions with empathy, clarity, and professionalism.

Educate customers on account security best practices, dispute outcomes, and account recovery procedures.

Experience: 3–5+ years of experience in US retail banking, fraud investigation, dispute management, or financial operations.

Regulatory Expertise: Deep working knowledge of Regulation E and Regulation Z compliance rules and timeline requirements.

Payment Rails: Hands-on experience investigating transactions across Debit Cards, Credit Cards, ACH, and Self-Service/Online Payment platforms.

Customer Skills: Proven success in a front-end or high-tier customer escalation role within a US financial institution.

Analytical Skills: Strong ability to evaluate evidence, reconcile account activity, and make firm, fair, and compliant claim decisions.

Communication: Exceptional written and verbal communication skills tailored to a US banking audience.