Fraud Disputes Operations Section Manager

KeyCorp
United States
Workplace: HybridFull timeUSD 63,000 - 96,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsEducation: bachelorsSkills: ["People leadership","Coaching","Mentoring","Performance management","Change management","Analytical thinking","Problem solving","Cross-functional stakeholder management","Risk-based decision making","Customer focus"]

Lead the day-to-day Fraud Disputes Operations team to ensure service excellence, regulatory compliance, and achievement of service-level agreements across ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card disputes. Drive process improvements, technology implementations, automation initiatives, and organizational change management. Oversee audits, legal/escalation/complaint matters, manage offshore partnership resources, and monitor performance metrics to strengthen controls and reduce risk while improving customer experience.

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FursaFursa
KeyCorp
KeyCorp
15 hours ago

Fraud Disputes Operations Section Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead the day-to-day Fraud Disputes Operations team to ensure service excellence, regulatory compliance, and achievement of service-level agreements across ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card disputes. Drive process improvements, technology implementations, automation initiatives, and organizational change management. Oversee audits, legal/escalation/complaint matters, manage offshore partnership resources, and monitor performance metrics to strengthen controls and reduce risk while improving customer experience.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and guide day-to-day Fraud Disputes team activities, up to 20 teammates, to ensure service excellence, compliance, and service-level agreement achievement.
  • •Manage partnership with offshore resources and lead a high-performing, inclusive team through hiring, coaching, mentoring, and performance management.
  • •Ensure compliance with Regulation E and applicable banking regulations by implementing, monitoring, and testing procedural controls and risk mitigation strategies.
  • •Lead strategic projects, technology implementations, and continuous improvement initiatives across ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card channels.
  • •Oversee audit, legal, escalation, complaint, and regulatory matters; monitor metrics and operational controls while identifying improvements to strengthen the control environment.

Pay and Benefits

Salary: USD 63,000 - 96,000 annually

Key Requirements

  • •Bachelor's degree or equivalent experience (required).
  • •3+ years experience in Fraud Operations leadership or equivalent, preferably within a financial institution or supporting operation (required).
  • •1+ years of banking operations experience (required).
  • •1+ years working knowledge of Quavo (preferred).
  • •Available for IT releases during non-standard business hours (evenings, early mornings and/or weekends).
Experience:3+ years
Education:Bachelor's
Skills:People leadershipCoachingMentoringPerformance managementChange managementAnalytical thinkingProblem solvingCross-functional stakeholder managementRisk-based decision makingCustomer focus
Tech Stack:QuavoACHZelleBill PayP2PRTPDebit Cards

Company Brief

KeyCorp
KeyCorp operates KeyBank, providing retail and commercial banking, lending, wealth management, and investment services to individuals, businesses, and institutions across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cleveland, United States
Founded: 1849
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn