VP, Disputes & Fraud Strategy Leader

CardWorks; Orlando (FL); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay and bonus potential

Comprehensive benefits package

Hybrid or remote work options

Job summary

CardWorks is seeking a VP, Disputes to lead end-to-end dispute resolution for Fraud, Non-Fraud (Billing Disputes), and Client Accounting (Payment Disputes) across Merrick Bank and non-affiliate clients. The role requires strong leadership, regulatory acumen, and a strategic focus on efficiency and risk reduction.

The ideal candidate will oversee a high-performing team in a hybrid Orlando or Pittsburgh office setup, with responsibilities spanning process design, risk mitigation, and stakeholder

Qualifications

• Bachelor’s degree in business, finance, or related field preferred.
• Minimum 10 years of experience in credit card disputes or related roles.
• Minimum 5 years of leadership experience.
• In-depth knowledge of credit card processing systems, dispute management protocols, and relevant regulations.

Responsibilities

• Lead and develop a high-performing team responsible for handling all aspects of credit card disputes, including chargebacks, fraud, billing, and payment disputes.
• Define and implement the strategic direction for dispute resolution processes to improve operational efficiency, customer experience, and compliance with regulatory requirements.
• Ensure timely resolution of disputes, minimizing financial loss, fraud exposure, and customer dissatisfaction.
• Work with risk and fraud management teams to design proactive strategies to mitigate future disputes and fraud-related issues.
• Develop and implement strategies to improve the customer experience during the dispute process, ensuring customers are informed, supported, and satisfied.
• Responsible for adherence to departmental budget and overall FTE adherence.
• Collaborate with senior leadership to establish goals, objectives, and key performance indicators for the disputes team.
• Collaborate with internal stakeholders, including Compliance, Customer Service, Collections, and Operations teams, to address complex issues, mitigate risks, and enhance processes.
• Serve as a customer advocate within the organization, championing customer‑centricity, addressing customer concerns, and driving initiatives to improve customer satisfaction and loyalty.

Skills

Leadership

Dispute management

Fraud prevention

Regulatory knowledge

Process improvement

Stakeholder engagement

Data analysis

Banking operations

Team building

Education

Bachelor's degree

Tools

Dispute software

Automation tools

Job description

CardWorks is seeking a VP, Disputes to lead end-to-end dispute resolution for Fraud, Non-Fraud (Billing Disputes), and Client Accounting (Payment Disputes) across Merrick Bank and non-affiliate clients. The role requires strong leadership, regulatory acumen, and a strategic focus on efficiency and risk reduction.

The ideal candidate will oversee a high-performing team in a hybrid Orlando or Pittsburgh office setup, with responsibilities spanning process design, risk mitigation, and stakeholder