Reporting to the Director of Fraud Prevention, the Senior Manager of Fraud Prevention - Chargebacks is responsible for safeguarding the financial health of both Traders and Topstep by ensuring strong safety and security practices. This role oversees the end-to-end chargeback dispute process, manages the day-to-day activities of Fraud Specialists and the Offshore Team, and ensures disputes are handled accurately and efficiently.
The Senior Manager of Fraud Prevention - Chargebacks coordinates team efforts to achieve timely chargeback resolutions, analyzes dispute and fraud trends to reduce chargeback ratios, and collaborates with internal teams, payment processors, and external partners to improve processes and protect revenue. The role also plays a critical part in identifying, investigating, and reporting potential fraud by reviewing trader dispute behavior and verifying chargeback fraud with issues and processors.
The ideal candidate is a strong leader with deep expertise in chargeback operations, a data-driven mindset, and proven ability to develop and execute strategies that minimize financial loss and mitigate fraud risk.
Key Responsibilities
The essential duties and responsibilities include the following. Other duties may be assigned.
- Lead, mentor, and develop a team of Chargeback Specialists, including domestic and offshore teams, fostering a high-performance culture through ongoing coaching, training, and career development planning.
- Partner with the Director of Fraud Prevention to establish team goals, performance expectations, and measurable KPIs, including dispute win rates, response timeliness, financial recovery, and quality standards.
- Produce clear, executive-ready reporting on trends, risks, and financial exposure, and forward-looking insights to leadership.
- Manage and coordinate team scheduling on a daily, weekly, and monthly basis, including staffing coverage, holiday schedules, and overtime planning.
- Own the end-to-end chargeback dispute lifecycle, ensuring all disputes are investigated, documented, and submitted accurately and within required deadlines.
- Evaluate existing chargeback workflows, tools, and documentation, and lead initiatives to streamline processes, improve automation, and increase operational efficiency.
- Investigate chargeback losses to determine root causes, including trader behavior, internal process gaps, employee errors, or system issues. Track, quantify, and report financial losses and recovery opportunities to leadership.
- Partner with the Fraud Prevention and Finance Management Team to monitor fraud signals identified through continuous monitoring programs. Develop actionable plans to address performance issues, policy violations, or emerging fraud risks impacting the team.
- Stay current on industry trends, regulatory updates, and best practices, and update policies and procedures accordingly.
Required Qualifications and Key Competencies
- Bachelor’s Degree or 5-8+ years of experience in the chargeback landscape
- Deep understanding of the financial services payment landscape, including card network (Visa/Mastercard/Amex) rules for chargebacks, reason codes, representment best practices, and industry best practices
- Thorough knowledge of applicable regulatory requirements, such as Regulation Z
- Experience managing dispute workflows across multiple processors or payment platforms
- Ability to develop and present clear remediation plans
- Strong analytical skills with the ability to translate data into action
- Experience handling international transactions
- 3+ years of experience as a Manager and/or managing people
Preferred Skills
- Experience in a FinTech or high-growth financial institution environment
- Experience with Industry Fraud tools (ie AML, SAS)
- Experience with KYC tools like Veriff or similar
- Experience with Quality Assurance reviews
- Experience reducing chargeback rates and improving win rates at scale
- Experience in a subscription-based business
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability
Ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to solve practical problems via a logical, analytic approach.
Computer Skills
To perform this job successfully, an individual must have knowledge of electronic equipment, intermediate PC skills, knowledge of internet software and proficiency. Familiarity with Google Drive and Google Docs is a must. Computer experience/operation is required. Must have the ability to operate general office equipment.
Other Skills and Abilities
Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills. Ability to work under dynamic schedule constraints and consistently meet deliverable timelines.
Company Culture & Perks
- Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
- 10 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly.
- Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees
- Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.
New Hire Base Salary Range
- $100,000 - $135,000
- Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
- The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.
Equal Opportunity Employer
Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.
Interested in the role? Apply today with your resume and cover letter!
At this time immigration sponsorship is not available for this position (including H-1B, STEM OPT training plans, etc.).
