Job Title: Manager, Data Analytics and Insights
The Purpose of this Role
The Fraud Risk and Control’s (FRC) Debit Card Team is responsible for ensuring that the Fraud Program for Fidelity’s Debit Card portfolios are effectively protecting customers and Fidelity from the risk of fraud while delivering a remarkable customer experience.
How your Work Impacts the Organization
As a Manager, Debit Card Disputes on the Debit Card Fraud Team, you will be responsible to support the design and operation of debit card fraud and non-fraud disputes management and support related strategic initiatives with your subject matter expertise. Specifically, you will own the operating model for end-to-end disputes (fraud and non-fraud), including chargebacks, investigations, and recoveries.
The Value you Deliver
Assess our framework and standard operating procedure for our debit card disputes processing and investigations (both fraud and non–fraud). Refine the process for investigation and disputes decision-making
Enhance our procedures for processing chargebacks
Oversee our vendors we are using in the disputes management space: evaluate potential new capability providers and monitor existing partnerships
Support strategic changes and initiatives by designing and specifying controls around disputes processing and ensure their effective implementation
Maintain policies and procedures (including regulatory exposure, network rules, and compliance); conduct regular reviews of adherence
Collaborate with key stakeholders (product teams, servicing, compliance) in the operation of the debit card disputes management process
Influence and advise on a digital (web and mobile) disputes experience for customers
Keep abreast of industry trends and standards for debit card disputes management
Track operational KPIs for measurement of effectiveness of debit cards disputes operations
Advise on strategic decisions for the debit card product team by sharing disputes management insights
The Skills and Expertise We’re Looking For
Exposure in back-office disputes processing and chargeback teams for issuers (especially in a Reg E environment)
6+ years of work experience in financial services, payment cards and fraud / non-fraud dispute management or related fields: five of those years in fraud and non-fraud disputes management
Experience working directly with card networks and debit card processors
Excellent communication skills and ability to collaborate with a diverse set of key stakeholders
Bachelor’s degree in economics, finance, data or computer science or similar technical fields
