Fraud Supervisor – Suffered-Fraud Cases

About the role

Swan, an embedded banking specialist, is hiring a Fraud Supervisor in Paris on a hybrid basis. As Fraud Team Supervisor you lead the operations supporting account holders who are victims of fraud, building a reliable, empathetic and scalable approach to suffered-fraud cases. The scope covers suffered card fraud and SCT/SEPA-transfer fraud, including account takeover and scams, and does not include AML investigations or fraud committed by account holders.

Key responsibilities

• Lead and develop the team: coach specialists and supervisors, set goals and run regular 1:1s and coaching plans.
• Own suffered-fraud case delivery from first report to closure, with fast protective action, complete evidence and clear communication.
• Build a scalable operating model: improve processes, capacity planning, controls and tooling, and turn case insights into prevention feedback.
• Ensure immediate account/card protection and timely recall or chargeback actions, and oversee investigation quality and evidence collection.
• Make sure decisions are evidence-based, documented and consistent with policies, and escalate complex or high-exposure cases to the right approvers.
• Set standards for calm, empathetic communication and coordinate sensitive escalations with Customer Experience and partner teams.
• Forecast demand, plan capacity, manage the aged backlog, build dashboards and quality reviews, and use automation with traceability and privacy safeguards.
• Clarify handoffs with CX, Payment Operations, Legal, Regulatory, Finance, FinCrime, Transaction Monitoring, Product, Data and Security, and feed prevention and product improvements back to them.

Required profile

• Experience across card disputes/chargebacks and SCT/SEPA fraud/recalls, with hands-on case management of fraud victims.
• Sound judgement, operational discipline (forecasting, capacity planning, backlog management, QA, service levels) and empathy in communicating with distressed victims.
• Data-driven improvement and a track record of resolving cross-team handoffs in a regulated environment.
• Excellent professional English; 3+ years in a formal management role leading fraud operations or payment disputes is preferred.

What we offer

• Salary of 50,000 to 60,000 euros per year, full-time permanent contract.
• 25 days of holidays plus RTT, meal vouchers and a monthly mobility package.
• Health insurance (Alan), discounts on sports and wellness via Classpass, and mental health support via Moka Care.
• Hybrid remote option of two days per week.