Card Fraud and Disputes Manager (Durham)

About the Role

LCCU is hiring a Card Fraud and Disputes Manager to lead the credit union’s card dispute operations and drive strategic improvements in fraud prevention. This role ensures accurate, compliant, and member-focused resolution of debit and credit card disputes, including chargebacks, fraud claims, and transaction errors, while identifying opportunities to reduce future fraud through improved controls and prevention strategies.

Responsibilities

• Dispute Management & Operations
  • Lead end-to-end card dispute operations for debit and credit cards, including fraud claims, billing errors, chargebacks, and merchant disputes.
  • Ensure timely, accurate, and compliant resolution of disputes in accordance with Regulation E, Regulation Z, and card network rules.
  • Oversee provisional credit issuance, case investigations, recovery processing, and final determinations.
  • Manage dispute workflows, queues, service levels, and escalation handling to ensure operational efficiency.
  • Ensure strong documentation standards and audit readiness for all dispute cases.
• Member Experience & Communication
  • Ensure dispute resolution processes are handled with a strong member-first approach, emphasizing fairness, clarity, and responsiveness.
  • Improve member communications related to dispute status, outcomes, and fraud resolution steps.
  • Balance regulatory requirements with a seamless and supportive member experience.
• Fraud Prevention Strategy
  • Monitor dispute trends (reason codes, merchant patterns, cycle times, recovery rates) and identify systemic issues.
  • Analyze dispute outcomes and fraud trends to identify root causes and prevention opportunities.
  • Partner with Risk and Fraud teams as well as vendors to develop preventive controls that reduce future dispute volume and fraud exposure.
  • Recommend improvements to transaction monitoring rules, merchant controls, authentication methods, and account protections.
  • Support refinement of fraud detection strategies based on dispute intelligence and emerging fraud patterns.
  • Lead investigations and resolution of complex or high-risk fraud and dispute cases in accordance with card network rules and regulatory requirements (e.g., Reg E, Reg Z).
• Regulatory Compliance & Governance
  • Ensure adherence to applicable regulations including Regulation E, Regulation Z, and all card network operating rules.
  • Maintain strong internal controls, documentation standards, and audit readiness for dispute and fraud processes.
  • Partner with Compliance and Risk teams during audits, exams, and policy updates.
• Cross-Functional Collaboration
  • Work with Finance and other areas to maintain control over assigned GLs.
  • Provide training to front office staff periodically on card disputes-related topics.
  • Support audits, exams, and risk assessments related to disputes operations and compliance.
  • Perform other related duties as assigned.
• Leadership & Team Development
  • Lead, coach, and develop the Card Services team, setting clear expectations and performance goals.
  • Foster a culture of accountability, collaboration, and member-first service.
  • Conduct performance reviews, provide ongoing feedback, and support training and development initiatives.

Requirements

• Bachelor’s degree in Business, Finance, Risk Management, or related field (or equivalent experience).
• 5+ years of experience in dispute and fraud management, credit card operations, or financial services industry, with a focus on dispute management and fraud prevention.
• 7+ years of experience in card disputes, chargebacks, or payments operations.
• 2+ years of leadership or team management experience.
• Strong knowledge of Regulation E, Regulation Z, and card network dispute rules.
• Experience managing dispute workflows and operational case processing systems.
• Strong analytical, problem-solving, and communication skills.
• Ability to balance regulatory compliance with member experience.
• Familiarity with fraud monitoring tools, case management systems, and card processing platforms.
• Professional certifications such as CFE, CAMS, or similar (preferred, not required).
• Strong leadership, communication, and stakeholder management skills.
• Ability to manage multiple projects, prioritize effectively, and meet deadlines.

Benefits

• Competitive salary and benefits package.
• Employer-paid medical insurance plan.
• 401(k) plan with a substantial company match.
• Employer-paid life and disability plan.
• Generous paid time off to maintain a healthy work/life balance.
• Culture that encourages creativity, collaboration, and career growth.

About Us

LCCU is a fun and multicultural team with employees from 20 different countries. We foster a challenging and friendly work environment where team members work from the heart, embrace differences, and pursue meaningful results to make a positive difference in the community.