Fraud Operations Manager

Citizens•East Providence, RI

1d•Hybrid

About The Position

Citizens Fraud & Claims Operations is seeking a seasoned leader to own the end-to-end chargeback and recovery function across card products. This role is responsible for leading chargeback processing, recovery operations, representment and pre-arbitration strategy, vendor relationships, network compliance, and settlement accuracy for both fraud and non-fraud claims. The ideal candidate brings deep expertise in Mastercard chargeback reason codes, network dispute lifecycle management, and vendor partnerships with organizations like Ethoca and Verifi. This leader will manage onshore and offshore teams, drive automation through our Cypress claims platform, and serve as the bank's subject matter expert on card network recovery. This role reports directly to the Head of Claims Accounting & Recovery and partners closely with Fraud Strategy, Risk, Technology, Accounting, and Digital teams. Most importantly, while in this role you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Requirements

5+ years in fraud and/or claims operations at a bank, payment processor, or fintech, with deep hands-on experience in chargeback processing and recovery
Expert-level knowledge of Mastercard chargeback reason codes, dispute lifecycle (first chargeback through arbitration), and network operating rules
Direct experience with Mastercom (Claims Manager, Dispute Resolution, reporting, API)
Proven track record managing vendor relationships with recovery or fraud prevention vendors (Ethoca, Verifi, or similar)
Experience leading and developing onshore and offshore teams in a high-volume, regulated environment
Strong understanding of Reg E, Reg Z, and card network compliance requirements as they relate to chargebacks and recovery
Ability to connect operational execution to financial outcomes (recovery rates, loss exposure, GL impact)

Nice To Haves

Prior experience at a Fintech, payment network, or processor with specialized chargeback/recovery focus
Familiarity with STAR debit network processing and dual-message vs. single-message transaction routing.
Experience with claims platform transformation or migration (e.g., legacy to modern case management)
Knowledge of MATCH/SAFE merchant reporting and QMAP programs
Process improvement credentials (Lean/Six Sigma) or project management experience
Experience with agentic AI, automation, or machine learning applications in fraud/claims

Responsibilities

Own all Mastercard and STAR network chargeback processing for fraud and non-fraud debit, ATM, and credit card claims. Serve as the bank's subject matter expert on Mastercard chargeback reason codes. Manage the full dispute lifecycle from first chargeback through representment review, pre-arbitration, arbitration case filing, and compliance case filing per Mastercard Chargeback Guide rules. Ensure MEB form accuracy, reason code selection, and documentation standards are consistently followed across onshore and offshore teams. Monitor and maintain compliance with Mastercard edits, and respond to network compliance notices.
Drive recovery performance across representments, MIC (Merchant Issued Credits), pre-arbitration, and arbitration to meet or exceed monthly targets. Develop and execute strategies for collusive merchant chargebacks, force-posted transactions, and issuer-initiated recovery, coordinating with Fraud Strategy and Investigations. Own the recovery lifecycle from chargeback submission through final disposition, ensuring no representment rights are lost due to aging or process gaps. Provide regular reporting on recoverable dollars, amounts worked, chargeback success rates, and loss exposure by claim type and reason code.
Own the operational relationship with Ethoca (Mastercard subsidiary), including alert configuration, data field management, integration with Cypress, and First Party Trust data. Own the operational relationship with Verifi (CDRN), ensuring merchant credit notifications are processed accurately and integrated into the claims workflow. Serve as primary contact for Mastercard Account Management for chargeback compliance, system issues, and escalation of collusive merchant cases. Partner with Procurement on SOW renewals, pricing negotiations, and privacy/data reviews for vendor contracts.
Oversee daily operations in Mastercom (Claims Manager, Dispute Resolution, single message and dual message processing), including custom reporting, reject management, and settlement reconciliation. Partner with Technology on Mastercom API integration into Cypress, including chargeback submission, representment retrieval, and pre-arbitration automation. Manage STAR system processing for non-Mastercard debit chargebacks and ensure correct routing based on Network ID.
Lead a team of onshore and offshore colleagues responsible for chargeback processing, recovery, representment review, MIC monitoring, and settlement. Develop and maintain documented procedures, training materials, and quality scorecards for all chargeback and recovery functions. Ensure controls are in place to prevent chargebacks on paid disputes, duplicate final payments, and premature claim closures.
Partner with the Cypress and Agentic AI team to define and refine chargeback eligibility rules, Verifi/Ethoca waterfall sequencing, and automated recovery workflows for MVP1 and beyond. Support the design of the AI recovery agent that determines recoverability, selects optimal recovery path, reviews merchant responses, and recommends next best action. Drive adoption of automated chargeback processing, reducing manual touchpoints while maintaining compliance and quality.