Team Leader (Deposit Fraud)

Extend Your Team

3d • Remote

About The Position

We are looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience. Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.

Requirements

• At least 2 years of experience in a similar role, preferably with a top 25 depository US Financial Institution
• In-depth knowledge of US Banking regulations as it pertains to fraud
• Working knowledge of MS Excel / Google Sheets formulas and function is a must; basic SQL knowledge strongly preferred
• Experienced in customer-facing roles in a depository account
• Superb communication, collaboration, and problem-solving skills including root-cause analysis.
• Proficiency, speed, and accuracy in written communication.
• Fluency, clarity, and good diction in English
• Great organizational skills & time management abilities
• Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email.
• Detail-Oriented - we’re a financial services company so being correct about the details matter
• Bachelor's Degree or comparable work experience in financial services
• Flexibility to work US Pacific time 9 AM to 5 PM (with a 1-hour break time in between)
• Must be presently residing in the Philippines

Responsibilities

• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools
• Identifying and resolving fraud and risk issues (e.g. account opening / identity theft, account takeover, check kiting, money laundering, etc.)
• Thoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments & complaints
• Designing and modifying fraud prevention policy and procedure
• Auditing, coaching, and training junior level staff
• Collaborating with other departments to process department related tasks
• Review customer account opening applications through various fraud software platforms to ensure standards are met
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

What This Job Offers

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