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Paysign, Inc. · 1 day ago

Fraud & Disputes Supervisor

Henderson, NV

Full-time

Onsite

Mid, Senior Level

3+ years exp

Paysign, Inc. is a company focused on managing fraud and disputes in financial transactions. The Fraud & Disputes Supervisor is responsible for overseeing a team that handles inbound calls and transaction-related claims, ensuring operational excellence and regulatory compliance while resolving customer issues.

Debit CardsFinancial ServicesFinTechHealth CarePaymentsPrepaid Cards

Hiring Manager

Mary Zink

Responsibilities

Supervise, coach, and develop a team of Fraud & Disputes Analysts handling inbound calls and casework

Monitor daily staffing, queues, call volumes, and claim backlogs to meet SLAs and service levels

Conduct regular one-on-ones, performance reviews, and coaching sessions

Address performance gaps through action plans, training, and real-time support

Serve as the first point of escalation for complex customer issues or sensitive cases

Oversee end-to-end processing of fraud claims, disputes, chargebacks, and related investigations

Ensure accurate and timely case handling in accordance with Visa, Mastercard, and internal policies

Identify trends in fraud activity, disputes, and customer complaints and escalate as needed

Handle customer escalations as they arise

Ensure compliance with applicable regulations (e.g., Reg E, card network rules, internal SOPs)

Partner with Quality Assurance to implement feedback and corrective actions

Maintain audit-ready documentation and support internal/external audits

Payroll and workforce management to ensure appropriate staffing

Oversees daily operation of Fraud & Disputes department and is responsible for the development and performance management of Fraud & Disputes staff

Qualification

Fraud/Disputes experienceSupervisory experienceMicrosoft Office proficiencyCustomer service skillsWrittenComputer literacyBilingual (English/Spanish)Problem-solving skillsOral communicationTeamwork ability