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LCCU is hiring!

Your Contribution:

The Card Fraud and Disputes Manager is responsible for leading the credit union’s card dispute operations while also driving strategic improvements in fraud prevention. This role ensures accurate, compliant, and member-focused resolution of debit and credit card disputes, including chargebacks, fraud claims, and transaction errors, while also identifying opportunities to reduce future fraud through improved controls and prevention strategies.

Essential Duties and Responsibilities:

Dispute Management & Operations

• Lead end-to-end card dispute operations for debit and credit cards, including fraud claims, billing errors, chargebacks, and merchant disputes
• Ensure timely, accurate, and compliant resolution of disputes in accordance with Regulation E, Regulation Z, and card network rules
• Oversee provisional credit issuance, case investigations, recovery processing, and final determinations
• Manage dispute workflows, queues, service levels, and escalation handling to ensure operational efficiency
• Ensure strong documentation standards and audit readiness for all dispute cases

Member Experience & Communication

• Ensure dispute resolution processes are handled with a strong member-first approach, emphasizing fairness, clarity, and responsiveness
• Improve member communications related to dispute status, outcomes, and fraud resolution steps
• Balance regulatory requirements with seamless and supportive member experience

Fraud Prevention Strategy

• Monitor dispute trends (reason codes, merchant patterns, cycle times, recovery rates) and identify systemic issues
• Analyze dispute outcomes and fraud trends to identify root causes and prevention opportunities
• Partner with Risk and Fraud teams as well as vendors to develop preventive controls that reduce future dispute volume and fraud exposure
• Recommend improvements to transaction monitoring rules, merchant controls, authentication methods, and account protections
• Support refinement of fraud detection strategies based on dispute intelligence and emerging fraud patterns
• Lead investigations and resolution of complex or high-risk fraud and dispute cases in accordance with card network rules and regulatory requirements (e.g., Reg E, Reg Z)

Regulatory Compliance & Governance

• Ensure adherence to applicable regulations including Regulation E, Regulation Z, and all card network operating rules
• Maintain strong internal controls, documentation standards, and audit readiness for dispute and fraud processes
• Partner with Compliance and Risk teams during audits, exams, and policy updates

Cross-Functional Collaboration

• Work with Finance and other areas to maintain control over assigned GLs
• Provide training to front office staff periodically on card disputes related topics
• Support audits, exams, and risk assessments related to disputes operations and compliance
• Perform other related duties as assigned

Leadership & Team Development

• Lead, coach, and develop the Card Services team, setting clear expectations and performance goals
• Foster a culture of accountability, collaboration, and member-first service
• Conduct performance reviews, provide ongoing feedback, and support training and development initiatives

Curious about joining our LCCU team? Here’s what you’ll need to bring along:

• Bachelor’s degree in business, Finance, Risk Management, or related field (or equivalent experience)
• 5+ years of experience in dispute and fraud management, credit card operations, or financial services industry, with a focus on dispute management and fraud prevention.
• 7+ years of experience in card disputes, chargebacks, or payments operations
• 2+ years of leadership or team management experience
• Strong knowledge of Regulation E, Regulation Z, and card network dispute rules
• Experience managing dispute workflows and operational case processing systems
• Strong analytical, problem-solving, and communication skills
• Ability to balance regulatory compliance with member experience familiarity with fraud monitoring tools, case management systems, and card processing platforms
• Professional certifications such as CFE, CAMS, or similar (preferred, not required)
• Strong leadership, communication, and stakeholder management skills
• Ability to manage multiple projects, prioritize effectively, and meet deadlines

LCCU is the perfect fit for you if:

• You are motivated to learn and grow into the best version of your professional and personal self.
• Your core values resonate with pursuing meaningful results to make a positive difference in your community.
• You thrive in an environment with team members who work from the heart. With employees from 20 different countries, we are a fun and multicultural team that comes together to embrace and learn from our differences. Organizational initiatives are constant.

What does LCCU have to offer you?

We provide a challenging and friendly work environment as well as a competitive salary and benefits package, including an employer-paid medical insurance plan, 401(k) plan (with a substantial company match), employer-paid life and disability plan, and generous paid time off to maintain a healthy work/life balance.

We foster a culture that incites creativity, encourages collaboration, and provides the opportunity for our employees to be their best and build their careers. Don’t wait! Come and experience the purpose that comes with being part of the movement towards a stronger, more inclusive community.

Apply Now!

To learn more about Latino Community Credit Union visit our webpage, www.latinoccu.org, and to view available opportunities, please visit the Careers section.

Latino Community Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.