Associate, Fraud Operations

About the Role

This role supports the day-to-day operations of our fraud operations, mitigating risk, and continuously improving operational processes within Capital One's Travel platform.

Key Responsibilities

• Fraud Incident Handling & Troubleshooting:
• Investigate and resolve complex fraud escalations, high-risk transactions, and account anomalies.
• Handle large-scale incidents and coordinate operational response.
• Execute time-sensitive privacy and compliance workflows, such as managing customer data deletion requests.
• Chargeback & Dispute Optimization:
• Continuously improve and refine chargeback response templates to maximize dispute win rates and recover revenue.
• Third-Party Agent Management:
• Facilitate monthly business reviews for outsourced fraud operations agents.
• Drive course correction and verify performance incentives.
• Operational Process Improvement:
• Lead regular review and update of agent Standard Operating Procedures (SOPs).
• Cross-Functional Support:
• Partner with internal data and risk teams to map transaction data.
• Flag data gaps and inform platform strategy based on fraud review insights.
• Opportunity to expand scope into payments (routing, authorization, reconciliation) as capacity and business needs allow.

Evolution of the Role

The role will evolve to:

• Transition operational procedures from external fraud alerts to in-house fraud signals.
• Identify opportunities to automate manual fraud reviews and chargeback representments.
• Support operational aspects of major tech migrations.
• Expand into broader transactional operations (payment routing, virtual card health, ledger reconciliation).

Requirements & Tech Stack

• Basic Qualifications:
• High School Diploma
• At least 1 year of experience in business operations, fraud ops management, or customer support.
• Preferred Qualifications:
• 2+ years of experience in business operations, fraud ops management, or customer support.
• 1+ year of experience in process management.