Vice President, Fraud and Disputes

Job Title: Vice President, Fraud and Disputes

Level: Senior Management

Reports To: Chief Operations Officer

Expected Travel: <5% Yearly

Summary

The Director of Fraud and Disputes is responsible for overseeing fraud detection, claims management, and chargeback processing for both fraud and non-fraud cases. This role ensures fraud risk is minimized through optimized fraud prevention strategies, compliance adherence, and efficient chargeback dispute management. The ideal candidate will lead and develop a high-performing fraud and disputes team while collaborating with and as a member of the senior leadership team to align fraud strategies with business objectives.

At Paysign, we are committed to delivering innovative payment solutions while maintaining compliance with industry regulations and protecting our customers from fraud. The Director of Fraud and Disputes plays a critical role in safeguarding our financial ecosystem, enhancing customer trust, and reinforcing our company’s mission to provide seamless payment solutions.

Essential Functions/Expectations

Team Leadership & Management

• Build, manage, and optimize a fraud and disputes claims unit, ensuring high-performance service delivery.
• Monitor and review team members' performance, providing coaching and feedback as needed.
• Recruit, interview, and hire fraud and disputes analysts and investigators to maintain optimal staffing levels.
• Develop and implement departmental policies, procedures, and objectives to ensure efficient, compliant workflows.

Fraud Prevention & Compliance

• Analyze industry fraud trends and assess Paysign’s risk exposure, implementing proactive fraud mitigation strategies.
• Ensure compliance with Regulation E and Network Zero Liability policies by establishing and monitoring internal controls.
• Establish reporting safeguards to prevent compliance violations and ensure timely case resolutions.
• Monitor real-time fraud alerts and reports, ensuring rapid response from fraud analysts.
• Support compliance audits and provide reports as needed for regulatory and internal reviews.

Chargeback & Dispute Management

• Oversee chargeback processes, ensuring accurate and timely disputes to minimize financial losses.
• Review internal reports for Bank Initiated Chargebacks and ensure appropriate resolution.
• Collaborate with the Director of Reconciliation to ensure all network adjustments are properly recorded.

Strategic Risk Management & Cross-Functional Collaboration

• Partner with Senior Management and Product Owners to align fraud mitigation strategies with broader business goals.
• Drive risk accountability by identifying regulatory, financial, operational, and reputational risks.
• Ensure fraud prevention measures protect the company’s financial standing and reputation.
• Maintain strong industry knowledge of fraud prevention trends, emerging risks, and best practices.
• Work closely with IT teams to identify and resolve related system issues that arise during daily operations.

Other Responsibilities

• Maintain a deep understanding of Paysign’s products, services, and industry regulations.
• Perform other duties as assigned.

Required Skills/Abilities:

• Minimum 10 years in fraud management, risk analysis, or financial services, preferably in card services.
• Bachelor's degree required; Master’s degree preferred.
• Strong understanding of MasterCard, Visa, Pulse, Discover fraud and dispute rules.
• Expertise in Regulation E, Network Zero Liability, and fraud risk controls.
• Familiarity with industry benchmarks, fraud prevention best practices, and participation in fraud-related industry forums.
• Problem-solving and decision-making under pressure.
• Ability to adapt to evolving fraud tactics and regulatory requirements.
• Proficiency in Microsoft Office Suite.
• Working knowledge of Salesforce.com.
• Strong ability to communicate at the executive level and influence cross-functional teams.
• Excellent written and verbal communication skills.
• High attention to detail and ability to manage multiple priorities effectively.
• Regular attendance required.
• Schedule flexibility as needed to respond to fraud incidents.