DataSync
Fraud & Disputes Supervisor
DataSync is looking for a Fraud & Disputes Supervisor to oversee daily operations of a frontline team handling inbound calls and transaction-related claims, including fraud, disputes, and account investigations. The role ensures operational excellence, regulatory compliance, quality assurance, and timely resolution of customer claims while supporting team performance, engagement, and continuous improvement. The position is located in Henderson, Nevada and requires in‑office presence Monday to Friday, 8:00 am to 5:00 pm.
Responsibilities
Supervise, coach, and develop a team of Fraud & Disputes Analysts handling inbound calls and casework
Monitor daily staffing, queues, call volumes, and claim backlogs to meet SLAs and service levels
Conduct regular one‑on‑ones, performance reviews, and coaching sessions
Address performance gaps through action plans, training, and real‑time support
Serve as the first point of escalation for complex customer issues or sensitive cases
Oversee end‑to‑end processing of fraud claims, disputes, chargebacks, and related investigations
Ensure accurate and timely case handling in accordance with Visa, Mastercard, and internal policies
Identify trends in fraud activity, disputes, and customer complaints and escape as needed
Handle customer escalations as they arise
Ensure compliance with applicable regulations (e.g., Reg E, card network rules, internal SOPs)
Partner with Quality Assurance to implement feedback and corrective actions
Maintain audit‑ready documentation and support internal/external audits
Manage payroll and workforce allocation to ensure appropriate staffing
Qualifications
High school diploma or equivalent
Must be at least 18 years of age
Minimum of 3 years in a supervisor/manager role
Experience with Fraud/Disputes/Back Office processes
Required Skills & Abilities
Outstanding customer service skills
Excellent written and oral communication skills
Computer literacy and keyboard typing skills
Proficiency in Microsoft Office Suites
Ability to work independently and as part of a team in a fast‑paced environment
Problem‑solving skills and the ability to handle challenging situations with professionalism and empathy
Bilingual preferred – English/Spanish
Working Conditions
Work is generally performed within an indoor office environment utilizing standard office equipment
Requires frequent sitting; dexterity of hands and fingers to operate a computer
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Responsibilities
Supervise, coach, and develop a team of Fraud & Disputes Analysts handling inbound calls and casework
Monitor daily staffing, queues, call volumes, and claim backlogs to meet SLAs and service levels
Conduct regular one‑on‑ones, performance reviews, and coaching sessions
Address performance gaps through action plans, training, and real‑time support
Serve as the first point of escalation for complex customer issues or sensitive cases
Oversee end‑to‑end processing of fraud claims, disputes, chargebacks, and related investigations
Ensure accurate and timely case handling in accordance with Visa, Mastercard, and internal policies
Identify trends in fraud activity, disputes, and customer complaints and escape as needed
Handle customer escalations as they arise
Ensure compliance with applicable regulations (e.g., Reg E, card network rules, internal SOPs)
Partner with Quality Assurance to implement feedback and corrective actions
Maintain audit‑ready documentation and support internal/external audits
Manage payroll and workforce allocation to ensure appropriate staffing
Qualifications
High school diploma or equivalent
Must be at least 18 years of age
Minimum of 3 years in a supervisor/manager role
Experience with Fraud/Disputes/Back Office processes
Required Skills & Abilities
Outstanding customer service skills
Excellent written and oral communication skills
Computer literacy and keyboard typing skills
Proficiency in Microsoft Office Suites
Ability to work independently and as part of a team in a fast‑paced environment
Problem‑solving skills and the ability to handle challenging situations with professionalism and empathy
Bilingual preferred – English/Spanish
Working Conditions
Work is generally performed within an indoor office environment utilizing standard office equipment
Requires frequent sitting; dexterity of hands and fingers to operate a computer
#J-18808-Ljbffr