Fraud Supervisor

About the Team

At GOAT Group, our Fraud team is essential in maintaining trust between our buyers and sellers. Tasked with everything from auditing purchases to verifying credit card information, you will be part of a group dedicated to protecting our customers as well as the integrity of our platforms. In this vital role, you will use best-in-class technology alongside our own proprietary analytical models to ensure superior fraud prevention.

Role Overview

GOAT is seeking a results-oriented Fraud Supervisor.  This individual should have strong written and verbal communication skills, as well as strong problem solving skills.  You will be responsible for supporting the Fraud frontline teams. The ideal candidate will be a driven, organized, innovative thinker who is comfortable working across a variety of departments. This role requires someone who is capable of multitasking, is detail-oriented, is innovative, and able to successfully support various improvement projects.

In this role, you will:

• Primarily manage business operations of the Fraud department (or subdivision of the Fraud department) using independent judgment and discretion.
• Manage a team of Fraud Specialists and ensure they comply with company guidelines particularly related to Fraud.
• Monitor or review cases or other correspondence between Fraud Specialists and customers as part of performance management and departmental success analysis.
• Manage timekeeping practices and processes to ensure policy, laws, and regulations are being met.
• Ensure that Fraud Specialists are informed and trained on changes to company products and services.
• Support Training and Quality Assurance efforts by introducing and reinforcing new material to direct reports for departmental success.
• Assist and be responsive to Fraud frontline Specialists and Fraud Leads on escalated order issues/concerns.
• Assist in reviewing orders, resolving tickets, assignments and handling customer inquiries.
• Review and manage appropriate work, orders and tickets are resolved in a timely manner by direct reports.
• Work across departments in reviewing transactions, troubleshooting issues and handling escalations.
• Support employee engagement initiatives/surveys to ensure the company is moving the needle on employee satisfaction.
• Assist in communicating/developing the fraud process and desired product improvements with cross-functional teams to improve the user experience.
• Ensure that customers are receiving the best service across fraud-related touch points.
• Leverage various data points and data sets to drive decisions and understand/communicate the financial and customer impact on the business and respective goals.
• Interview and hire the most qualified candidates for the Fraud team.
• Train new and existing employees on the company's Fraud policies, procedures, and best practices, keeping employees accountable for compliance.
• Organize and oversee the schedules and work of assigned staff.
• Conduct performance evaluations that are timely and constructive.
• Handle promotions, discipline, and termination of employees as needed and in accordance with company policy and legal requirements.
• Prepare monthly reports summarizing the Fraud Specialists performance and collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage Specialists to these performance targets.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions to guide and train direct reports.
• Identify opportunities to update or improve Fraud procedures and make recommendations to the Associate Director of Fraud or other appropriate staff, including proposed revisions to policies and practices.

We are looking for:

• 3+ years of Fraud experience preferred
• 2+ supervisory experience preferred 
• Ability to hire, coach, and mentor Fraud Specialists to develop a strong team.
• A solid track record demonstrating the  ability to manage team performance, results and development.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Strong skills with Spreadsheets or Excel (Intermediate to Advanced).
• Ability to think analytically, logically and make accurate decisions using independent judgment. 
• Strong attention to detail with consistent accuracy.  
• Proven ability to communicate and work seamlessly with both technical and business teams.
• Excellent written and verbal communication skills and the ability to simplify complex topics.
• Organized with attention to detail.
• Team player, a quick learner, self-starter, able to work independently, and willingness (and ability) to handle the pressures of an increasing level of responsibility as we scale.