Immediate Hiring For Fraud Investigation

Responsibilities

• Lead and supervise a team of 10-12 dispute analysts to meet productivity and quality goals.
• Ensure compliance with card network regulations (Visa, Mastercard, Maestro, Pulse, AMEX) and MQ policies.
• Review escalated cases and provide guidance to analysts for complex dispute resolutions.
• Oversee workflow management, queue balancing, and SLA performance.
• Analyze chargeback trends and implement preventive measures to reduce losses.
• Ensure adherence to client-specific chargeback processes and industry regulations.
• Review escalations and ensure timely resolutions.
• Support new process transitions and client onboarding.
• Participate in audits and implement corrective actions.
• Collaborate with MQ stakeholders, quality assurance (QA) team, and Learning Experience (LX teams) to improve process performance.

Qualifications we seek in you!

Minimum Qualifications

• Demonstrated experience in leadership or supervisory role for small to midsized teams.
• Relevant experience in BPO operations, preferably in fintech or payment disputes.
• In depth knowledge of chargeback workflows, card network rules (Visa, Mastercard, Maestro, Pulse, AMEX), and dispute lifecycle management.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Leadership, coaching, and team building capabilities. Knowledge of coaching techniques, constructive feedback methods, and adult learning principles
• Ability to follow written procedures and apply critical thinking to resolve complex issues while mentoring others
• Previous leadership experience or training with focus on empathetic leadership