Fraud Operations Team Lead

🕒 vor 1 Monat

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Extend Your Team

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2020

🎯 Rekrutierung

🤝 B2B

Recruitment • B2B

Extend Your Team ist ein Personal- und Managed-Services-Unternehmen, das erfahrene virtuelle Assistenten- und Remote-Betriebsteams für wachstumsstarke Unternehmen aufbaut. Sie verwenden ein proprietäres Prüfungssystem, um Vollzeitfachkräfte (exekutive Assistenten, Kundendienstmitarbeiter, Buchhalter, Steuerberater) zu platzieren, die sich in die Arbeitsabläufe der Kunden integrieren, um die Umsetzung voranzutreiben, die Gemeinkosten zu senken und die Betriebsabläufe schnell zu skalieren. Extend Your Team betreut von Risikokapital unterstützte Startups, mittelständische Unternehmen und Großunternehmen in Branchen wie Fintech, Versicherung, Hypothek und Finanzdienstleistungen und betont dabei messbare Kapitalrendite und schnelle, strategische Einstellungen.

Beschreibung

• 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

🎯 Anforderungen

• 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).

🏖️ Vorteile

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