Fraud Operations Team Lead

🕒 May 11

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Extend Your Team

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Extend Your Team is a staffing and managed-services firm that builds experienced virtual assistant and remote operations teams for high-growth companies. They use a proprietary vetting system to place full-time, autonomous professionals (executive assistants, customer support reps, bookkeepers, accountants) who integrate with client workflows to drive execution, reduce overhead, and scale operations quickly. Extend Your Team serves VC-backed startups, mid-market firms and enterprises across industries such as fintech, insurance, mortgage, and financial services, emphasizing measurable ROI and rapid, strategic hiring.

📋 Description

• 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

🎯 Requirements

• 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).

🏖️ Benefits

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