Fraud Investigation Team Lead

Self is building a community of people who are looking to better their lives by building credit history. You will lead our Fraud Investigations team within our Operations department and be responsible for all operational workflows supporting fraud operations, such as: bank partner requests, payment fraud, and account level fraud. You will grow and develop a rockstar team of fraud investigation analysts, ensuring proper training and procedures are in place. You will manage, identify and make improvements in reporting, tooling, and processes.  You will partner with cross functional teams to ensure the company adheres to policy requirements and SLAs set forth by our Fraud Strategy Team, Compliance, as well as our partner banks. You will report directly to the Director of Bank Operations. 

Responsibilities:

• Lead the Fraud Operations team to mitigate risk for our growing 1.5M+ active consumer loan, credit card, and Rent and Bills portfolio
• Develop, improve and report team performance and metric updates to the executive team
• Meet internal and external operational SLAs through process improvements and ongoing initiatives to elevate performance
• Become the company subject matter expert on Fraud Investigation processes, verifications, and tools, and fraud investigation/detection operational workflows.
• Collaborate with our Customer Success, Rent & Bills, Fraud Strategy, Product and Engineering teams to drive tool and workflow enhancements and improve efficiency
• Develop and administer training and policy and procedure documents across various teams in an effort to reduce risk and improve agent/customer fraud understanding 
• Coordinate operational processes with Self’s Customer Success team to ensure an efficient customer journey when interacting with our internal risk reviews and procedures
• Coach and mentor your direct reports towards personal and career development, empowering them towards continuous improvement and larger impact to the business 

Skills and Experience:

• 3+ years people management experience in a fast-paced financial services organization (required)
• 5+ years fraud investigation oversight and management in a financial institution (required)
• 2+ years in fintech, card operations, compliance, or banking operations  
• Strong understanding of Fraud trends (1st party/3rd party/synthetic), mitigation tools, regulatory guidance, and investigation practices
• Strong working knowledge of KYC and AML practices
• Exceptional communication and presentation skills
• Strong business problem solving mindset with proven track record of process improvement changes that positively affect business outcomes
• High EQ and ability to build rapport with team members and stakeholders
• Strong ability to adapt and excel in a fast-moving, startup environment