Director of Fraud and Disputes

POSITION SUMMARY: Director of Fraud & Dispute Resolution

The Impact You’ll Make

As the Director of Fraud & Dispute Resolution, you are the primary architect of our financial defense. Your impact goes beyond managing daily operations; you will actively safeguard our members' livelihoods and protect our assets from rapidly evolving financial crimes. In this critical leadership role, you will transform high-stress situations into moments of trust, ensuring that when our members face fraud or disputes, they experience seamless, empathetic, and rapid resolution. By designing proactive mitigation strategies, championing cross-departmental security initiatives, and empowering a specialized team, you will serve as the ultimate guardian of our institution's financial integrity and our members' peace of mind.

CORE RESPONSIBILITIES: How You Will Drive Change

Architecting Proactive Defense Strategies

• Neutralize Emerging Threats: Design and execute forward-looking fraud risk management strategies that anticipate and mitigate account takeovers, synthetic identity theft, and cross-channel fraud before they impact the bottom line.
• Data-Driven Protection: Leverage advanced analytics to identify hidden fraud patterns, translating complex transactional data into actionable preventative controls and system enhancements.
• Cross-Functional Security Leadership: Partner closely with Risk, IT, and Product teams to harden our infrastructure, strengthen detection tools, and balance frictionless member experiences with robust institutional risk management.

Transforming the Member Experience in High-Stress Moments

• Empathetic Dispute Resolution: Oversee the end-to-end member dispute lifecycle (Debit/ATM, ACH, check, and wire fraud), ensuring that vulnerable members receive rapid, accurate, and supportive service.
• Regulatory Excellence: Guarantee flawless adherence to Regulation E, Regulation Z, NACHA rules, and card network standards, insulating the organization from compliance risks while maintaining rigorous service level standards.
• Maximized Recovery: Direct chargeback processes, representment activities, and loss recovery efforts, actively collaborating with law enforcement and Payment Resolution to reclaim compromised assets.

Empowering a Resilient, High-Performing Team

• Cultivate Expertise: Recruit, mentor, and develop a high-functioning team of fraud analysts and dispute specialists, fostering a culture of accountability, continuous learning, and investigative excellence.
• Operational Agility: Develop and refine clear policies, escalation workflows, and procedures that empower your team to make confident decisions during complex investigations.
• Executive Advisement: Act as our subject matter expert on financial crime, preparing compelling metrics and risk reports for executive management, internal auditors, and the Board of Directors.

WHAT YOU BRING: The Expertise Required

Technical & Regulatory Mastery * Deep fluency with advanced fraud detection systems and transactional data analysis.

• Comprehensive understanding of Regulation E, Regulation Z, BSA/AML requirements, Visa/Mastercard rules, and ACH/check clearing processes.
• Proven ability to ensure audit readiness and compile defensible materials for independent reviews and regulatory examinations.

Investigative & Analytical Acumen

• Expert knowledge of modern fraud typologies (card, check, wire, loan, and emerging scam trends).
• The critical thinking skills necessary to navigate gray areas, exercise judgment beyond documented procedures, and deploy rapid response strategies during active threat events.

Education & Experience

• Experience: 5+ years driving results in fraud prevention, dispute resolution, banking operations, or risk management, with at least 2+ years in a supervisory/leadership capacity. (Experience within a bank/financial institution is required).
• Education: 2-year Associate's Degree or equivalent work experience required; Bachelor's Degree highly preferred.
• Certifications: Professional credentials such as CAFP, CFE, CFS, and/or CFCI are a strong plus.
• Professional Standards: A commitment to upholding the our Values, Service Standards, and policies regarding attendance and punctuality.

This is a hybrid role requiring heavier onsite time during the initial 6 months and then can move to more hybrid when everything is more established and fully operational.

About us

We are fast-paced and our goal is to help individuals obtain meaningful work, be paid fairly, and have fun in the process!

Pay: $115,000.00 - $135,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• I confirm that I do not now, or will not EVER, require sponsorship to work for any employer in the US. Please confirm with Yes.

Work Location: Hybrid remote in Portsmouth, NH 03801