Fraud Operations Manager

Description

Citizens Fraud & Claims Operations is seeking a seasoned leader to own the end-to-end chargeback and recovery function across card products. This role is responsible for leading chargeback processing, recovery operations, representment and pre-arbitration strategy, vendor relationships, network compliance, and settlement accuracy for both fraud and non-fraud claims. The ideal candidate brings deep expertise in Mastercard chargeback reason codes, network dispute lifecycle management, and vendor partnerships with organizations like Ethoca and Verifi. This leader will manage onshore and offshore teams, drive automation through our Cypress claims platform, and serve as the bank's subject matter expert on card network recovery. This role reports directly to the Head of Claims Accounting & Recovery and partners closely with Fraud Strategy, Risk, Technology, Accounting, and Digital teams.

Most importantly, while in this role you’ll feel valued for who you are and...