Fraud Operations Team Lead

🕒 Maio 11

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Extend Your Team

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2020

🏥 Saúde

🛡️ Seguros

📣 Marketing

Healthcare • Insurance • Marketing

A Extend Your Team é uma empresa de recrutamento e serviços gerenciados que forma equipes de assistentes virtuais e operações remotas experientes para empresas em rápido crescimento. Eles utilizam um sistema de seleção proprietário para alocar profissionais autônomos e em tempo integral (assistentes executivos, representantes de suporte ao cliente, contadores, analistas) que se integram aos fluxos de trabalho dos clientes para impulsionar a execução, reduzir custos e escalar operações rapidamente. A Extend Your Team atende startups apoiadas por VC, empresas de médio porte e grandes corporações em setores como fintech, seguros, hipotecas e serviços financeiros, com ênfase em ROI mensurável e contratação rápida e estratégica.

Descrição

• Lead, coach, mentor, and upskill a team of fraud analysts • Manage day to day team operations including scheduling, PTO approval, and delivering corrective action • Ensure work is assigned fairly, equitably, and within agent capacity. • Monitor system and agent performance metrics, driving quality improvement initiatives • QA analyst work to ensure compliance with local, state, and federal law as well as internal Aven policy and procedure • Act as first line of escalation for complex cases and nebulous scenarios • Own and maintain procedural update to improve fraud detection, while maintaining an acceptable level of friction • Document and propose systemic changes improving quality, latency, and efficiency of the fraud operations team • Test pilot new concepts, methodologies, and work queues providing data-centric, critical feedback to operations leaders, and engineering partners • Monitor key performance metrics and dashboards escalating bugs and taking corrective action when necessary • Maintain detailed performance review notes and coaching logs of analysts • Develop new and enhance existing dashboards using a variety of data and business intelligence tools • Support internal compliance team to ensure commitments to Sponsor Bank(s) are met timely and accurately • Other duties as assigned

🎯 Requisitos

• Must have at least 4 years of experience in a lead / supervisory role, preferably with a top 25 depository US Financial Institution • Must have strong working knowledge of MS Excel / Google Sheets formulas and functions • Basic SQL knowledge strongly preferred • Must have familiarity with and understanding of automation concepts including but not limited to workflow management and Artificial Intelligence technologies • Comfortable working in a fast paced environment with autonomy to execute without explicit direction, and within scope of authority • Demonstrated ability to distill complex problems, scenarios, and solutions into easily understood language backed by data • Possess strong communication, collaboration, and problem solving skills including root cause analysis • Basic or better understanding of Agentic AI concepts, limitations, risks, and risk mitigation practices • Ability to prioritize initiatives accurately and rationalize decision to leadership • Possess a thirst for knowledge and personal growth benefiting both self and team • Superior organizational and time management skill with the discipline to follow through on commitments • Professional demeanor to challenge the status quo and drive change through innovation • In-depth knowledge of US Banking regulations as it pertains to fraud • Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email. • Bachelor's Degree or comparable work experience in financial services. • Flexibility to work US Pacific time 9 AM to 5 PM (with a 1-hour break time in between).

🏖️ Benefícios

• HMO • Internet allowance • Device and equipment • Permanent WFH