2 days old

Fraud and Dispute Processing Supervisor

Bank of Hawaii
Oahu, HI
  • Job Code

Fraud and Dispute Processing Supervisor-1800577

Does this sound like you?

Are you ambitious?  Want to make a difference in people’s lives?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?   If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!


A day in your life as a Fraud and Dispute Procesing Supervisor

Under the direction of the Enterprise Fraud and Dispute Manager, this position provides management support for the Fraud and Dispute Processing Departments, supervisory guidance to the staff of these units, which resolve disputes, review transactions for fraud risk, and handle escalated cases for internal and external Fraud and Dispute clients. Assists in the business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.


We’ll give you these important responsibilities…

  • Leads, directs and oversees the staff and processes of each unit.  Ensures work is completed as scheduled and that deadlines and customer service level commitments are met.  Assists Fraud and Dispute Specialists and Analysts as necessary.  Coaches and trains employees to work productively, follow procedures and perform duties professionally and accurately. Assists with testing of software and database upgrades.
  • Reviews and approves daily production as dictated by applicable procedures, rules, regulations and policies. Ensures balancing of general ledger accounts are completed daily.  Assists with analyzing and researching claims involving multiple relationships and complex transactions.  Maintains awareness of all projects to ensure workflow is not adversely affected and deadlines are met. Monitors and evaluates work volumes and performance levels while ensuring quality control is maintained within each unit.
  • Assists Manager with development and implementation of the annual business plan for the departments.  Evaluates and recommends technology, system and/or process improvements with the objective of enhancing efficiency and/or reducing cost. Implements process improvements. Updates written policies and procedures. Leads or participates on project or process improvement teams. May work on special assignments. Maintains knowledge of relevant fraud mitigation and dispute processing rules, regulations, laws, trends and best practices.
  • Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development.   Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate.  Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff.
  • Responsible for communicating cost or schedule changes with vendors, Corporate sourcing, and staff of various divisions.  Reviews vendor invoices for accuracy and assignment of costs to applicable cost centers through Accounting Department. Assists with the preparation of monthly and quarterly dashboard reports regarding business units.
  • Performs all other miscellaneous responsibilities and duties as assigned.


…if you come to us with these qualifications…


  • Bachelor’s degree from an accredited institution or equivalent work experience.
  • Certificate in BSA and AML Compliance required in first year for Level I, required for Level II.



  • Level I:
    • Minimum 5 years of relevant banking operations or customer service experience; fraud mitigation and/or dispute resolution/operations strongly preferred; or equivalent work experience.  
    • Requires 2 - 3 years of supervisory experience.
    • Also requires project management and/or process improvement experience.
  • Level II:
    • Minimum 7 years of relevant banking operations or customer service experience including fraud mitigation and/or dispute resolution/operations or equivalent work experience. 
    • Requires 3 – 5 years of supervisory/management experience.
    • Also requires project management and/or process improvement experience in major role.


Technical Skills: 

  • Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. 
  • Ability to access and understand information on various Bank systems.


Other Job Qualifications:

  • Demonstrated verbal and written communication skills, analytical and problem solving skills. 
  • Must be able to work in a fast paced environment and handle multiple priorities. 
  • Available to work flexible work schedules including weekends, day shift & evening shift.  



Bank of Hawaii

In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change.  We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.


It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  People who are agile, savvy, forward-thinking and entrepreneurial can learn and grow with us.


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.


Job Function Bank Operations
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jul 20, 2018, 12:15:29 PM
Unposting Date Ongoing


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Fraud and Dispute Processing Supervisor

Bank of Hawaii
Oahu, HI

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