Fraud Operations Supervisor

Job Description

Job Description

WORK ENVIRONMENT :

We are a remote first company with the exception of a few positions being onsite in our designated locations. The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members.

POSITION SUMMARY :

The Fraud Operations Supervisor provides oversight, direction, and supervision to the fraud investigation and analyst teams, ensuring high-quality performance in fraud detection, prevention, and case management. This role balances operational supervision with hands-on expertise, acting as both a supervisor and a subject matter expert in fraud.

The Fraud Supervisor ensures that investigations and alerts are handled promptly, client relationships are supported with accurate and timely reporting, and team members are trained and mentored for success. This role serves as a key escalation point for complex fraud cases, ensuring operational integrity and compliance while supporting continuous process improvement and strategic fraud prevention initiatives.

ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES :

Include, but are not limited to :

• Oversee daily fraud operations, including monitoring team workflows, reviewing case assignments, and ensuring Service Level Agreements (SLAs) are met.
• Provide coaching, mentorship, and performance feedback to team members.
• Act as the primary escalation point for complex or high-impact fraud cases.
• Oversee end-to-end investigations into fraudulent activity across multiple payment channels (Debit, Credit, ACH, P2P, Bill Pay, etc.).
• Review and assist with investigative reports, ensuring accuracy and client-readiness.
• Ensure consistent application of investigative standards and adherence to regulatory requirements.
• Deliver fraud reports, updates, and recommendations to clients and / or internal leadership.
• Maintain strong relationships with internal cross-functional teams.
• Monitor and analyze investigation metrics, trends, and patterns to identify fraud typologies.
• Recommend enhancements to workflows and fraud prevention procedures.
• Draft and maintain internal team SOPs and best practice documentation.
• Stay current on fraud trends, emerging technologies, and regulatory changes.
• Ensure team members are trained on compliance requirements and investigative updates.
• Promote adherence to federal and state regulatory guidelines within fraud operations.

QUALIFICATIONS :

HOURS :

SALARY & BENEFITS :

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