Senior Manager of Fraud Prevention - Chargebacks

Topstep

5h • $100,000 - $135,000 • Hybrid

About The Position

Reporting to the Director of Fraud Prevention, the Senior Manager of Fraud Prevention - Chargebacks is responsible for safeguarding the financial health of both Traders and Topstep by ensuring strong safety and security practices. This role oversees the end-to-end chargeback dispute process, manages the day-to-day activities of Fraud Specialists and the Offshore Team, and ensures disputes are handled accurately and efficiently.
The Senior Manager of Fraud Prevention - Chargebacks coordinates team efforts to achieve timely chargeback resolutions, analyzes dispute and fraud trends to reduce chargeback ratios, and collaborates with internal teams, payment processors, and external partners to improve processes and protect revenue. The role also plays a critical part in identifying, investigating, and reporting potential fraud by reviewing trader dispute behavior and verifying chargeback fraud with issues and processors.
The ideal candidate is a strong leader with deep expertise in chargeback operations, a data-driven mindset, and proven ability to develop and execute strategies that minimize financial loss and mitigate fraud risk.

Requirements

• Bachelor’s Degree or 5-8+ years of experience in the chargeback landscape
• Deep understanding of the financial services payment landscape, including card network (Visa/Mastercard/Amex) rules for chargebacks, reason codes, representment best practices, and industry best practices
• Thorough knowledge of applicable regulatory requirements, such as Regulation Z
• Experience managing dispute workflows across multiple processors or payment platforms
• Ability to develop and present clear remediation plans
• Strong analytical skills with the ability to translate data into action
• Experience handling international transactions
• 3+ years of experience as a Manager and/or managing people

Nice To Haves

• Experience in a FinTech or high-growth financial institution environment
• Experience with Industry Fraud tools (ie AML, SAS)
• Experience with KYC tools like Veriff or similar
• Experience with Quality Assurance reviews
• Experience reducing chargeback rates and improving win rates at scale
• Experience in a subscription-based business

Responsibilities

• Lead, mentor, and develop a team of Chargeback Specialists, including domestic and offshore teams, fostering a high-performance culture through ongoing coaching, training, and career development planning.
• Partner with the Director of Fraud Prevention to establish team goals, performance expectations, and measurable KPIs, including dispute win rates, response timeliness, financial recovery, and quality standards.
• Produce clear, executive-ready reporting on trends, risks, and financial exposure, and forward-looking insights to leadership.
• Manage and coordinate team scheduling on a daily, weekly, and monthly basis, including staffing coverage, holiday schedules, and overtime planning.
• Own the end-to-end chargeback dispute lifecycle, ensuring all disputes are investigated, documented, and submitted accurately and within required deadlines.
• Evaluate existing chargeback workflows, tools, and documentation, and lead initiatives to streamline processes, improve automation, and increase operational efficiency.
• Investigate chargeback losses to determine root causes, including trader behavior, internal process gaps, employee errors, or system issues. Track, quantify, and report financial losses and recovery opportunities to leadership.
• Partner with the Fraud Prevention and Finance Management Team to monitor fraud signals identified through continuous monitoring programs. Develop actionable plans to address performance issues, policy violations, or emerging fraud risks impacting the team.
• Stay current on industry trends, regulatory updates, and best practices, and update policies and procedures accordingly.

Benefits

• Topstep is an engaging working environment which ranges from fully remote to hybrid.
• We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
• 10 Company paid Holidays and generous Family Leave.
• Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees
• Vacations are encouraged with a bonus for taking 5 consecutive days.
• Employee referrals are bonused.
• Topstep offers a food and groceries budget and contributes towards health and wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 51-100 employees