Lead Fraud & Claims Operations Representative

Overview

Lead the fraud and claims operations team, handling complex, high-risk and high-dollar account activity and chargebacks while supporting process improvement and mentoring less experienced staff.

What you'll do

• Support the performance and overall effectiveness of the team, including cross-group operational tasks.
• Proactively provide feedback and present ideas for improving or implementing processes and tools for efficient flow of fraud and claims operations.
• Perform or guide others on complex account activity and claims, including high-risk and high-dollar transactions requiring research across multiple transaction channels and products.
• Independently prioritize work and provide day-to-day work leadership and mentorship for the fraud and claims team.
• Contribute to resolving control deficiencies in bank processes, procedures, customer or team decisions that require coordination among cross-functional teams.
• Provide guidance and subject matter expertise to less experienced staff in complex situations across a wide range of fraud and claims information.

What you'll need

• 4+ years of customer service support experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, or education.
• Expert knowledge of Reg E.
• Advanced / Expert knowledge of VISA Operating Rules & Chargeback Guidelines.
• At least 2 years of experience in chargeback.

Nice to have

• SME level knowledge of Signature fraud / Signature non-fraud.
• Strong project management skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to facilitate training or present information to an audience.
• Ability to learn quickly and transfer knowledge.
• Knowledge of lean and six sigma tools and techniques.
• Experience drafting Statement of Work and creating process maps and process flows.
• Ability to facilitate new learnings to staff as information, systems, and processes change.
• Ability to drive and lead organizational change in a dynamic environment.
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important.
• Workforce management experience including directing activities of team members, performance management, career development, coaching, mentoring, and succession planning.
• Advanced / Expert knowledge of Reg E.
• Advanced / Expert knowledge of VISA Operating Rules & Chargeback Guidelines.

Details

• Location: Hyderabad, India.
• Posting end date: 12 Nov 2026.