Fraud Operations Team Lead

Extend Your Team

3d•Remote

About The Position

This is a high-visibility, high-impact role reporting to the Manager of Fraud Operations. As a Risk/Fraud Operations Team Lead, you will operate in a player-coach capacity, directly leading a team of Operations Associates while maintaining hands-on involvement in complex casework, system monitoring, product enhancements, and . You will be accountable for driving operational excellence, developing talent, and delivering strategic initiatives that shape the future of our Risk Operations function.

Requirements

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

Responsibilities

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