Remote Fraud Operations Team Lead

Summary

Join Imprint's Fraud Operations Team Lead team to inspire Specialists on fraud investigations, manage day-to-day operations, and lead a team of up to 15 members. The ideal candidate has 5+ years of experience in fraud investigations, strong communication skills, and a passion for teaching and developing others.

Requirements

• High School Diploma, GED, equivalent certification
• 5+ years of experience in fraud investigations related to transaction monitoring, billing error disputes, and/or BSA/AML monitoring, including 2+ years of proven team leadership
• Passion for teaching and developing others to create exceptional customer experiences
• Strong verbal and written communication skills
• Strong analytical skills, particularly to track, understand and act to meet metrics and KPIs
• Exceptional organization and attention to detail
• Emphatic commitment to personal growth and development

Responsibilities

• Lead and inspire a team of up to 15 Fraud Operations and Dispute Specialists
• Leverage product knowledge to teach, demonstrate, guide and empower Specialists to protect our accounts holders, merchant partners, and our brand from bad actors
• Handle challenging customer escalations directly when needed
• Review and manage real time schedule coverage, adjusting assignments when needed to ensure service level agreements are met by the Fraud Operations team
• Motivate and develop Specialists
• Conduct regular one-on-one meetings with all assigned Specialists to review quality and productivity metrics and update development plans
• Track and report team results to internal stakeholders on a regular cadence
• Collaborate with cross-functional teams, including Engineering, Fraud Strategy, and Customer Operations to share emerging trends and to ensure appropriate processes are in place to quickly resolve issues
• Manage business and agent performance metrics to high efficiency standards
• Participate in quality and coaching calibration sessions
• Conduct semi-annual performance reviews with all assigned Specialists and provide feedback, coaching and mentorship to drive continuous improvement

Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Fully covered, high-quality healthcare including fully covered dependent coverage
• Additional health coverage includes access to One Medical and option to enroll in an FSA
• 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
• Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity