Citizens Bank

4 weeks ago

Fraud Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Lead the end-to-end chargeback and recovery operations across card products for Citizens Bank, overseeing Mastercard/STAR chargeback processing, representment and pre-arbitration strategy, vendor partnerships (Ethoca, Verifi) and automation via Cypress to improve recovery performance in a high-volume, regulated environment.

Location: Pittsburgh

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Own Mastercard and STAR network chargeback processing for fraud and non-fraud debit, ATM, and credit card claims, lead dispute lifecycle from first chargeback through arbitration, ensure accuracy and documentation across onshore and offshore teams, and monitor Mastercard edits for compliance
•Drive recovery performance across representments, MICs, pre-arbitration, and arbitration; develop strategies for collusive merchant chargebacks and issuer-initiated recovery; provide regular reporting on recoverable dollars, amounts worked, and loss exposure
•Manage Ethoca and Verifi relationships, alert configuration, data field management, and integration with Cypress; serve as primary Mastercard Account Management contact for chargeback compliance and system issues
•Oversee Mastercom operations (Dispute Resolution, reporting, API integration) and STAR processing; ensure correct routing and settlement reconciliation
•Lead and develop onshore and offshore teams; maintain procedures, training materials, and quality scorecards; implement controls to prevent chargebacks on paid disputes and premature closures

Key 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

Experience:5+ yearsBankingFintechPayments

Education:Bachelor's

Skills:Analytical ReasoningCustomer ServiceCustomer-CentricityMotivating OthersOperational ExcellenceData Gathering and AnalysisFraud ManagementFraud Prevention StrategiesIndustry InsightOperational RiskPersistence and TenacityProcess OptimizationProject ManagementRisk Management FrameworkValuing Diversity and Inclusion

Languages:English

Tech Stack:MastercardMastercomCypressEthocaVerifiAPIsReg EReg Z

Company Brief

Citizens Bank

Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses 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: Providence, United States

Founded: 1828

Website

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Citizens Bank

4 weeks ago

Fraud Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Pittsburgh

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Own Mastercard and STAR network chargeback processing for fraud and non-fraud debit, ATM, and credit card claims, lead dispute lifecycle from first chargeback through arbitration, ensure accuracy and documentation across onshore and offshore teams, and monitor Mastercard edits for compliance
•Drive recovery performance across representments, MICs, pre-arbitration, and arbitration; develop strategies for collusive merchant chargebacks and issuer-initiated recovery; provide regular reporting on recoverable dollars, amounts worked, and loss exposure
•Manage Ethoca and Verifi relationships, alert configuration, data field management, and integration with Cypress; serve as primary Mastercard Account Management contact for chargeback compliance and system issues
•Oversee Mastercom operations (Dispute Resolution, reporting, API integration) and STAR processing; ensure correct routing and settlement reconciliation
•Lead and develop onshore and offshore teams; maintain procedures, training materials, and quality scorecards; implement controls to prevent chargebacks on paid disputes and premature closures

Key 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

Experience:5+ yearsBankingFintechPayments

Education:Bachelor's

Languages:English

Tech Stack:MastercardMastercomCypressEthocaVerifiAPIsReg EReg Z

Company Brief

Citizens Bank

Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses 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: Providence, United States

Founded: 1828

Website