Fraud Disputes Associate

📋 Description

• • As a Fraud Disputes Associate at Lendable, you will be instrumental in safeguarding the financial integrity of our rapidly expanding U.S. credit card portfolio. This pivotal role places you at the forefront of managing transactional disputes, ensuring that every customer interaction and transaction adheres to the highest standards of security and regulatory compliance. You will be the primary point of contact for all point-of-sale disputes, addressing issues ranging from merchant overcharges to fraudulent activity stemming from compromised card information. Your responsibilities will encompass the critical "post-origination" phase, where your focus on operational efficiency and proactive loss prevention will directly contribute to Lendable's sustained growth and profitability.
• • Your core mission will be to strike an optimal balance between delivering a frictionless and reassuring customer experience and maintaining unwavering adherence to stringent U.S. federal regulations. You will collaborate closely with our dedicated operations leads, ensuring that each dispute is investigated and resolved with fairness, speed, and within the precise legal frameworks established by U.S. consumer protection laws. This role demands a meticulous approach, a deep understanding of financial regulations, and a commitment to operational excellence.
• • Key responsibilities include the end-to-end ownership of merchant disputes, encompassing billing errors and instances where services were not rendered as promised. You will also manage unauthorized card claims, ensuring strict compliance with the requirements of Regulation E (Electronic Fund Transfers) and Regulation Z (Truth in Lending Act). This involves understanding the nuances of each regulation, including mandatory timelines for investigation and resolution, and applying this knowledge to every case.
• • A significant aspect of your role will involve proactive transaction monitoring. You will be responsible for clearing real-time alerts generated for credit card transactions and loan disbursements. This critical function aims to prevent fraudulent outflows before they occur, while simultaneously minimizing any unnecessary friction for our legitimate users, ensuring a smooth and secure user experience.
• • Beyond reactive dispute management, you will play a crucial role in loss prevention. By identifying recurring patterns and trends in unauthorized transactions, you will provide invaluable insights for "rule tuning" within our sophisticated fraud detection engines. Your analysis will directly inform strategies to lower our overall fraud loss rate, contributing significantly to the company's financial health.
• • You will actively partner with our second line of defense teams to implement and rigorously test new fraud rules within our existing engines. This collaboration ensures that these rules are effective, operate within approved risk thresholds, and are continuously optimized to combat evolving fraud tactics.
• • Driving operational excellence is paramount. You will continuously seek ways to streamline the evidence-gathering process for chargebacks. By improving the efficiency and effectiveness of this process, you will enhance our "win rate" in disputes with merchants, recovering funds and mitigating losses.
• • In addition to your operational duties, you will provide direct customer support, guiding customers through the often-complex dispute resolution process. This requires not only clarity in communication but also a high degree of empathy, as customers are often experiencing significant stress and anxiety during these situations. Your ability to explain complex dispute outcomes in an understandable and reassuring manner will be key to maintaining customer trust.
• • This role offers a unique opportunity to shape and refine fraud prevention strategies within a fast-growing fintech environment. You will contribute to building robust systems and processes that protect both Lendable and its customers from financial crime, playing a vital part in our mission to make credit more accessible and affordable.