Fraud Back Office, Team Lead

Position Overview 

The Fraud Back-Office Team Lead position will report to the Director of Fraud Operations. This role will be integral in the implementation and continuous management of an internal back-office fraud team, as well as in the collaboration with colleagues across our Customer Care, Banking and Compliance teams. The Fraud Back-Office Team Lead will proactively anticipate challenges, clearly communicate issues in our systems and processes and provide consistent coaching and development to improve the team’s overall quality and productivity. A focus on fraud identification and mitigation while limiting customer friction will be key.

Key Responsibilities 

• Manages day to day comprehensive review of fraud queues, including but not limited to, ACH transfers, chargeback disputes, document verification and bank required reporting
• Investigates customer activity for fraud; identifies potential trends and efficiently communicates findings to Fraud Operations
• Partners with Customer Success team and 3rd party vendor, Galileo, to successfully manage overall banking dispute processes with a focus on minimizing fraud loss and meeting Reg E requirements
• Engages regularly with our key lines of business including Banking, Wealth and our loan products
• Facilitates a strong relationship with our Customer Care team
• Maintains positive customer experiences by ensuring quality decision making and adherence to internal SLAs
• Develops and executes a clear and sustainable QA process for back-office team
• Provides regular reporting of KPIs and ad hoc requested metrics to Fraud management
• Conducts training, provides development and gives consistent coaching to existing and new members of the team; provide regular performance feedback to Fraud Ops management
• Monitors and reviews current processes/procedures to ensure constant optimization; creates clear and concise written SOPs
• Identifies areas of needed enhancement and pain points in existing tools