Associate, Fraud Operations

Capital One; Richmond (VA); On-site; USD 67,000 - 76,000; Full time

Job summary

Capital One's Travel risk platform operates at the heart of fraud prevention, protecting customers as transactions flow. This role supports day-to-day fraud operations, incident handling, and cross‑functional collaboration to sustain secure processing.

Based in the Richmond area, the Process Manager will lead fraud reviews, optimize dispute responses, and coordinate third‑party performance while scaling operations to meet evolving risk challenges at Capital One.

Qualifications

• Bachelor’s Degree required.
• 1+ year of experience in operations, fraud ops, or customer support.
• 2+ years of experience in business operations or fraud ops preferred.
• 1+ year in process management preferred.

Responsibilities

• Own day-to-day fraud operations: investigate escalations, high‑risk transactions, and anomalies.
• Manage risk disruptions: coordinate large‑scale incidents and incident response.
• Oversee third‑party performance: conduct reviews and ensure SOPs are up to date.

Skills

Process management

Fraud ops management

Customer support

Education

Bachelor's Degree

Job description

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.

What This Role Is About

The Fraud Operations Associate supports the core functions that keep our transaction lifecycle secure, specifically across:

• Fraud incident handling and high-risk transaction reviews
• Chargeback and dispute strategy optimization
• Managing third-party agent performance and quality

This is a dynamic, high-ownership operational role. You’ll be the frontline not only for streamlined day-to-day operations, but also for complex fraud troubleshooting and partner coordination, ensuring that when edge cases or fraud spikes happen, they are handled swiftly and systematically.

Core Responsibilities

Hands‑on Fraud Management & Troubleshooting

• 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.

Process Improvement & Partner Management

• 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.

Cross‑Functional Support & Growth

• Bridge external and internal systems: Partner closely with internal data and risk teams to map transaction data across different systems, streamlining fraud investigations.
• Translate operations into strategy: Use the insights gained from daily fraud reviews to flag gaps in our data and inform the broader platform strategy.
• Scale your impact: While core fraud operations are your primary mandate, as the role evolves and you build capacity, you will have the opportunity to expand your scope into the payments side of the house - learning how we route, authorize, and reconcile transactions, and taking on projects in that domain.

How Does The Role Evolve

• 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.

Basic Qualifications

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

Preferred Qualifications

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

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Salary

• McLean, VA: $73,300 - $83,700 for Process Manager
• New York, NY: $80,000 - $91,200 for Process Manager
• Richmond, VA: $66,700 - $76,100 for Process Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]