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. The 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 fraud operations, mitigating risk, and continuously improving operational processes.

Capital One provides a fast-paced, dynamic environment where diversity, inclusion, and belonging are valued. The culture emphasizes collaboration and openness, and recognizes and develops talent from all backgrounds and experiences.

What this role is about

The Fraud Operations Associate supports 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 will serve as the frontline for streamlined day-to-day operations, as well as for complex fraud troubleshooting and partner coordination—ensuring that edge cases or fraud spikes 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), including 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: Continuously improve and refine chargeback response templates to maximize 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 with internal data and risk teams to map transaction data across different systems and streamline fraud investigations.
• Translate operations into strategy: Use insights from daily fraud reviews to flag gaps in data and inform broader platform strategy.
• Scale your impact: While core fraud operations are the primary mandate, as the role evolves and capacity is built, you may expand scope into payments—learning how transactions are routed, authorized, and reconciled, and taking on related projects.

How does the role evolve

Over the next phase, the operational complexity of this team will evolve. You will:

• Help transition operational procedures from relying on external fraud alerts to handling native, in-house fraud signals.
• Identify opportunities to automate manual fraud reviews and chargeback representments.
• Support the operational side of major tech migrations as legacy travel systems are integrated into the enterprise risk stack.
• Expand into broader transactional operations—such as payment routing, virtual card health, or ledger reconciliation—as capacity and business needs allow.

Basic Qualifications

• Bachelor’s degree
• 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

Authorization

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Compensation (Annual Salary Range)

• McLean, VA: $73,300 - $83,700 (Process Manager)
• New York, NY: $80,000 - $91,200 (Process Manager)
• Richmond, VA: $66,700 - $76,100 (Process Manager)

Candidates hired to work in other locations will be subject to the pay range associated with that location. The actual annualized salary amount offered at the time of hire will be reflected in the candidate’s offer letter. Salaries for part-time roles will be prorated based on the agreed upon number of hours to be regularly worked.

This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support total well-being. Eligibility varies based on full- or part-time status, exempt or non-exempt status, and management level.

Additional Information

• This role is expected to accept applications for a minimum of 5 business days.
• No agencies please.
• Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.
• Capital One promotes a drug-free workplace.