Fraud Prevention Team Lead

Santander • REMOTE - Massachusetts, MA

16h • $48,750 - $81,000 • Onsite

About The Position

The Fraud Prevention Team Lead is responsible for leading the daily operations of a high-performing Fraud Prevention team focused on protecting customers and the organization from fraud losses while delivering an exceptional customer experience. This role provides leadership, coaching, and operational oversight to Fraud Prevention Analysts, ensuring timely and accurate review of fraud alerts, compliance with internal policies, and achievement of departmental goals. The ideal candidate is a collaborative leader with strong analytical and decision-making skills who can effectively balance fraud risk, operational efficiency, and employee development in a fast-paced environment.

Requirements

• 3+ Years Experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention. - Required.
• Experience leading or supervising teams in Fraud Prevention, Fraud Operations, Financial Crimes, Banking Operations, or a related field.
• Strong understanding of fraud prevention principles, fraud detection strategies, and operational risk management.
• Demonstrated leadership, coaching, and employee development experience.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Proficiency with Microsoft Office applications, including Excel, Outlook, and reporting tools.
• Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Nice To Haves

• Experience with fraud detection platforms, case management systems, and operational reporting tools.
• Knowledge of banking regulations and fraud-related compliance requirements.
• Experience leading process improvement or operational excellence initiatives.
• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

• Lead, coach, and develop a team of Fraud Prevention Analysts through regular one-on-one meetings, performance coaching, and ongoing feedback.
• Foster a positive, collaborative, and accountable team environment that supports employee engagement and professional growth.
• Conduct performance evaluations, establish individual development plans, and recognize employee achievements.
• Support onboarding and training of new team members while promoting continuous learning across the team.
• Communicate departmental priorities, operational updates, and organizational initiatives effectively.
• Oversee daily fraud alert operations to ensure timely and accurate case reviews while meeting established service level agreements (SLAs).
• Monitor team productivity, quality, and adherence to departmental procedures and compliance requirements.
• Manage workflow distribution and staffing to ensure balanced workloads and operational continuity.
• Review complex or high-risk fraud cases and provide guidance on escalated situations.
• Ensure accurate documentation of investigations and case decisions in accordance with internal standards.
• Promote a strong risk and control environment by ensuring compliance with bank policies, regulatory requirements, and fraud prevention procedures.
• Identify and escalate emerging fraud trends, operational risks, and control gaps to leadership.
• Partner with Risk, Compliance, Operations, and other business partners to strengthen fraud mitigation strategies.
• Support internal audits, quality reviews, and control testing activities as required.
• Analyze operational metrics, fraud trends, and performance data to identify opportunities for process improvements.
• Recommend and implement initiatives that improve efficiency, productivity, and customer experience.
• Support the implementation of new fraud strategies, system enhancements, and operational initiatives.
• Encourage innovation by identifying opportunities for automation and workflow optimization.

Benefits

• A fair and competitive rewards package that reflects the impact you create and the value you deliver.
• Benefits are designed to support you, your family and your well-being, now and into the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level