Position Details

Salary $42K – $55K USD / year

Type Full-Time

Experience mid

Exp. Years 2+ years

Education High school diploma

Category Operations & Logistics

About this role

Lead day-to-day operations for a team of Dispute Operations Analysts, ensuring high-quality fraud investigations and strong customer service. Drive KPI performance, coaching, and continuous improvement while maintaining regulatory compliance and process adherence.

Key Responsibilities

Supervise Dispute Operations Analysts, Drive Operational Excellence with KPI targets, Provide coaching and development, Ensure compliance and process adherence, Champion continuous improvement

Technical Overview

This is an operations leadership role focused on dispute/fraud case handling workflows and compliance. The primary tools mentioned are Microsoft 365 applications including Word, Excel, Outlook, and Teams.

Ideal Candidate

The ideal candidate is a supervisory professional with 2+ years of experience in a call center or fraud operations environment. They have a strong track record coaching and leading analysts, hitting KPI targets for investigation quality, productivity, accuracy, and compliance, and ensuring adherence to fraud investigation procedures and internal policies.

Must-Have Skills

2+ years of supervisory experience in a call center or fraud operations environmentDemonstrated ability to coachmentorevaluateand motivate employeesStrong organizational skills with the ability to analyze information and make sound decisionsExcellent communicationproblem-solvingand customer service skillsProficiency in Microsoft 365 applicationsincluding WordExcelOutlookand Teams

Nice-to-Have Skills

Strong working knowledge of fraud processesinvestigative proceduresand general contact center policies

Tools & Platforms

Microsoft 365WordExcelOutlookTeams

Required Skills

Supervise Dispute Operations AnalystsDrive Operational ExcellenceKPI targetsinvestigation qualityproductivityaccuracycompliance metricscoaching and development1:1 coachingEnsure Compliance & Process Adherencefraud investigation proceduresregulatory requirementsinternal policiesworkforce readinesstrainingcollaborationcontinuous improvementMicrosoft 365WordExcelOutlookTeams

Hard Skills

Microsoft 365 applicationsWordExcelOutlookTeams

Soft Skills

day-to-day leadershipoversightcoachingmentoringevaluatingmotivating employeesorganizational skillsanalyze informationmake sound decisionscommunicationproblem-solvingcustomer service skillsadaptabilityflexibilitycollaborationcontinuous improvement

Industry & Role

Industry Fintech

Job Function Supervise dispute operations analysts to deliver compliant, high-quality fraud investigations and customer interactions.

Role Subtype Operations Analyst

Keywords for Your Resume

Dispute Operations SupervisorDispute OperationsSupervisorDispute Operations Analystsfraudfraud investigationinvestigation qualityproductivityaccuracycompliance metricsregulatory complianceinternal policiescoachingmentoringevaluateMicrosoft 365WordExcelOutlookTeamscall centerKPI targetsone-team culturecontinuous improvement

Deal Breakers

High school diploma, 2+ years of supervisory experience in a call center or fraud operations environment, Proficiency in Microsoft 365 applications, including Word, Excel, Outlook, and Teams

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