Associate, Fraud Operations

Capital One•McLean, VA

About The Position

This role sits at the operational center of how our Travel platform manages risk, prevents losses, and protects our customers. Our Fraud and Risk platforms are the shield that allows every product team to process transactions securely and confidently. The role focuses on supporting the day-to-day engine of our fraud operations, mitigating risk, and continuously improving our operational processes. Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

Requirements

Bachelor’s Degree
At least 1 year of experience in business operations, fraud ops management, or customer support

Nice To Haves

2+ years of experience in business operations, fraud ops management, or customer support
1+ year of experience in process management

Responsibilities

Own day-to-day fraud operations: Act as the first line of defense for investigating and resolving complex fraud escalations, high-risk transactions, and account anomalies.
Manage risk disruptions: Handle large-scale incidents as they occur (e.g. spikes in fraudulent activity or coordinated attacks), coordinating impact analysis and operational response.
Handle ad-hoc privacy & compliance workflows: Execute critical, time-sensitive tasks, such as managing customer data deletion requests securely and accurately.
Optimize dispute strategies: Own the continuous improvement and refinement of our chargeback response templates to maximize our dispute win rates and recover revenue.
Oversee third-party performance: Facilitate monthly business reviews for outsourced fraud operations agents, driving course correction and verifying performance incentives.
Maintain operational excellence: Lead the regular review and update of agent Standard Operating Procedures (SOPs) to ensure optimal performance across the team.
Partner closely with internal data and risk teams to map transaction data across different systems, streamlining fraud investigations.
Use the insights gained from daily fraud reviews to flag gaps in our data and inform the broader platform strategy.
Help transition our operational procedures from relying on external fraud alerts to handling native, in-house fraud signals.
Identify opportunities to automate manual fraud reviews and chargeback representments.
Support the operational side of major tech migrations as we integrate legacy travel systems into our enterprise risk stack.
Expand into broader transactional operations—such as payment routing, virtual card health, or ledger reconciliation—as your capacity and business needs allow.