Fraud & Disputes Operations Lead (In-Office)

DataSync; Henderson (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

DataSync in Henderson, NV is seeking a Fraud & Disputes Supervisor to lead a frontline team handling inbound calls, fraud claims, and investigations. You will ensure regulatory compliance and timely resolutions while driving performance and continuous improvement.

The role requires in-office work M-F 8:00 am–5:00 pm and a minimum of 3 years of supervisory experience in fraud/disputes. Excellent communication and bilingual English/Spanish skills are preferred.

Qualifications

• High school diploma or equivalent.
• Must be 18 years of age.
• Minimum of 3 years in a supervisor/manager role.
• Experience with Fraud/Disputes/Back Office.

Responsibilities

• Supervise and coach a team of Fraud & Disputes Analysts.
• Monitor staffing, queues, volumes, and backlogs to meet SLAs.
• Conduct regular one-on-ones and performance reviews.
• Address performance gaps with action plans and training.
• Escalate complex issues to senior staff as needed.
• Oversee processing of fraud claims, disputes, and investigations.
• Ensure case handling aligns with Visa/Mastercard policies.
• Identify trends in fraud and disputes and raise issues.
• Handle customer escalations promptly and professionally.
• Ensure regulatory compliance (Reg E, card rules, SOPs).
• Collaborate with QA for feedback and corrective actions.
• Maintain audit-ready documentation for audits.
• Manage payroll and staffing levels.

Skills

Customer service

Written communication

Oral communication

MS Office proficiency

Typing

Independent & team work

Problem solving

Bilingual English/Spanish

Education

High school diploma or equivalent

Must be 18 years of age

Minimum 3 years supervisor/manager experience

Experience with Fraud/Disputes/Back Office

Tools

Microsoft Office Suite

Job description

DataSync in Henderson, NV is seeking a Fraud & Disputes Supervisor to lead a frontline team handling inbound calls, fraud claims, and investigations. You will ensure regulatory compliance and timely resolutions while driving performance and continuous improvement.

The role requires in-office work M-F 8:00 am–5:00 pm and a minimum of 3 years of supervisory experience in fraud/disputes. Excellent communication and bilingual English/Spanish skills are preferred.