Associate, Fraud Operations

Associate, Fraud Operations This role sits at the operational center of how our Travel platform manages risk, prevents losses, and protects our customers. Our Fraud and Risk platforms are the shield that allows every product team to process transactions securely and confidently. The role focuses on supporting the day-to-day engine of our fraud operations, mitigating risk, and continuously improving our operational processes. Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for. What this role is about The Fraud Operations Associate supports the core functions that keep our transaction lifecycle secure, specifically across: • Fraud incident handling and high-risk transaction reviews • Chargeback and dispute strategy optimization • Managing third-party agent performance and quality This is a dynamic, high-ownership operational role. You’ll be the frontline not only for streamlined day-to-day operations, but also for complex fraud troubleshooting and partner coordination, ensuring that when edge cases or fraud spikes happen, they are handled swiftly and systematically. Core Responsibilities Hands-on Fraud Management & Troubleshooting • Own day-to-day fraud operations: Act as the first line of defense for investigating and resolving complex fraud escalations, high-risk transactions, and account anomalies. • Manage risk disruptions: Handle large-scale incidents as they occur (e.g. spikes in fraudulent activity or coordinated attacks), coordinating impact analysis and operational response. • Handle ad-hoc privacy & compliance workflows: Execute critical, time-sensitive tasks, such as managing customer data deletion requests securely and accurately. Process Improvement & Partner Management • Optimize dispute strategies: Own the continuous improvement and refinement of our chargeback response templates to maximize our dispute win rates and recover revenue. • Oversee third-party performance: Facilitate monthly business reviews for outsourced fraud operations agents, driving course correction and verifying performance incentives. • Maintain operational excellence: Lead the regular review and update of agent Standard Operating Procedures (SOPs) to ensure optimal performance across the team. Cross-Functional Support & Growth • Bridge external and internal systems: Partner closely with internal data and risk teams to map transaction data across different systems, streamlining fraud investigations. • Translate operations into strategy: Use the insights gained from daily fraud reviews to flag gaps in our data and inform the broader platform strategy. • Scale your impact: While core fraud operations are your primary mandate, as the role evolves and you build capacity, you will have the opportunity to expand your scope into the payments side of the house - learning how we route, authorize, and reconcile transactions, and taking on projects in that domain. How does the role evolve Over the next phase, the operational complexity of this team will evolve. You will: • Help transition our operational procedures from relying on external fraud alerts to handling native, in-house fraud signals. • Identify opportu