Supervisor, Fraud Services

About the Role:

We’re looking for a leader to help manage and grow a team of Fraud Services Specialists who are responsible for reviewing suspicious accounts, conducting customer outreach, and vetting potential fraud accounts. This role will work in partnership with Upgrade's Operation teams along with Financial Crimes to assess and prevent nefarious activities from occurring.

What You’ll Do: 

• Lead and manage a team of approximately 12-14 Fraud Services Specialists handling a number of activities such as: reviewing suspicious activity, making calls to customers to verify account activity, and account activity alerts
• Develop and implement processes and controls for the Operations Team to expand in other areas
• Identify fraud trends and coordinate findings with key business partners to assess potential exposure
• Understand the risks of AML and fraud typologies that are presented by Upgrade’s product offerings and services, including its loan and deposit products
• Conduct research using internal and external sources to help determine if escalation is warranted
• Close false positives and alerts that do not indicate potentially suspicious activity in a timely manner
• Experience reviewing verification documents
• Ability to escalate potentially suspicious activity and high risk customers for further review
• Work cross functionally with multiple departments to streamline processes, strengthen controls, and provide a better customer experience
• Identify and help implement process improvements operation wide
• Facilitate training for the department and cross-department teams
• Provide coaching and professional development to team members to enhance their knowledge, technical acumen
• Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines

What We Look For:

• Bachelor's degree
• 2+ years of BSA/AML experience financial crimes, compliance, or traditional AML experience; experience working at a FinTech or start-up is a plus
• Direct experience with fraud and identity theft investigations experience in banking, lending products, and fraud management
• Experience in working a production-based environment and managing an assigned work queue
• Proactive approach to management and problem solving
• Experience working in a an ambiguous, fast-paced environment
• Proactive approach to management and problem solving
• Able to prioritize workloads
• Proven track record and ability to meet deadlines

Nice to Have:

• Experience working for a fintech company 
• Experience in a startup environment
• Experience with ZenDesk