TELECOMMUTE – US National
Title:Fraud Operations Senior Manager
Stash is pioneering the future of personal finance with the first financial subscription that helps people create better lives. From budgeting to saving for retirement, Stash unites banking, investing, and advice all in one app that has helped more than 5M people reach their financial goals and make progress towards financial freedom.
As the Fraud Operations Leader, you are responsible for building and developing the teams necessary to better identify fraud on the platform and enable good customers to experience the platform with fewer restrictions. Reporting to the VP of fraud, you will be responsible for managing a growing fraud team, the associated KPIs, supporting vendors, and partner relationships. You will actively seek points of exposure to Stash along with opportunities to reduce false positives. These points of exposure include money transfers (ACH, funding via debit), investment activity, user onboarding risks, check deposit, ATO, and others.
The role of the Fraud Team at Stash is to safely enable the mission across the improvements and innovations that empower the financial freedom of our customers. You will bring a strong supervisory skill set, a data driven approach, and compassion for your team and our customers to help make this happen.
What You’ll Do
Build and scale a world class fraud operations team of reviewers across internal and outsourced (BPO) team members
Establish and track KPIs for fraud operations including the team, the ruleset decisions, and the supporting vendors
Forecast staffing needs to align with the fraud roadmap
Actively seek fraud trends through both team feedback and data analysis
Define and establish policies and procedures for fraud review and customer service around fraud interactions
Identify, propose, and justify rule adjustments
Partner with Customer Experience, AML, Onboarding, Data Science, and Product on continuous improvement
Work with external partner fraud teams supporting bank and invest platforms on trends, investigations, escalations, and policies and procedures
Report on fraud team performance up to executive leadership on a regular cadence
Maintain a daily understanding of queue sizes, loss trends, and other dashboards to adjust the team focus and/or rules accordingly
Handle and provide guidance on escalations, engage legal and brokerage teams as needed
Who You Are
You have strong supervisory skills and a passion for fraud (stopping it)
Self motivated and very organized
Curiosity to drive looking for any holes in Stash’s defenses, knowing there is always a new attack vector or fraud scheme right around the corner
Mentor and feedback-giver with your team, working to develop them while holding them accountable
Data driven with the ability to derive your own answers from the data lake
Relationship builder that actively develops cross-org partnerships, fosters trust, and aligns stakeholders.
What You Bring to the Table
5+ years in fraud with 3+ years directly managing fraud operations teams
Experience in financial space, preferably in online banking with review of such activities as ACH, P2P money movement, MRDC, disputes, chargebacks, and KYC/CIP
Self sufficient with data tools such as SQL, Looker, or Tableau
Familiarity with fraud rules and adjusting such rules
Ability to multitask and prioritize for both you …
Computer & IT , Computer Security , Database Administration , Analyst