Risk Mitigation Lead - Scams

Company Description
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
This position will lead a risk operation of approximately 8-12 agents focused primarily on Risk mitigation, Scams for all Cash App products. This role has material cross-functional collaboration requirements within Cash App and with our third party banking relationships. Primary focus will be on daily operational management including: people development, SLA adherence, workflow efficiency management, resource allocation, and all things Fraud and Risk mitigation.
Operational Management

• Management Reporting & Metrics
• Leadership & Mentorship
• Industry Expertise (Fraud, E-Commerce, Payments)
• Strategic Planning

Cross-Functional Projects/Partnerships

• Partner with Trust Safeguards Team, Product, Behavioral Insights Team, Compliance, Operational Excellence, CCO Strategy & Enablement, and Customer Operations on projects directly associated with Scams Investigations.
• Partner with third-party vendors or other external partnerships (as needed)

Leading a Team

• Manage a team of high performing individuals in fast-paced environment
• Ability to mentor, coach and lead from the front
• Manage individual performance to metrics and provide ongoing insight and coaching
• Recognize and Reward talent; ensure accountability at all levels within the team roles
• Develop metrics to measure the growth and performance of the team, and provide reports on progress
• Meet or exceed established service level agreements and guidelines
• Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures

Essential Responsibilities

• Provide ongoing improvements to investigation approaches and development of fraud detection systems to identify emerging trends
• Diagnose problems and develop compelling, data-driven recommendations to assist in loss mitigation
• Collaborate on and escalate complex cases and new trends within the team
• Ensure compliance with departmental standards and processes
• Stay up to date with industry trends in order to be proactive with identifying signs of fraudulent activity on our customer accounts
• Maintain relationships with our internal and external partners, and help guide strategic company level decisions
• Contribute to the enhancement and integration of support tools or Cash App Scams features, and participate in the needs assessment, development and rollout of new system tools or features
• Provide mentorship to Scams Investigations Specialists within the team
• Foster a culture of accountability, collaboration, efficiency, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls

Qualifications

• 5+ years of work experience in the financial services, fintech, or Risk industry role
• Strong understanding of fraud in a financial services environment, a significant plus
• 2+ years of direct people management experience
• Strong organizational, problem-solving, time-management, and self-starter skills
• Strong analytical skills with demonstrated data literacy and business acumen
• Ability to effectively influence and communicate cross-functionally
• Ability to conceptualize, develop, and implement process improvements
• Excellent verbal and written communication skills

Qualifications

• 5+ years of work experience in the financial services, fintech, or Risk industry role
• Strong understanding of fraud in a financial services environment, a significant plus
• 2+ years of direct people management experience
• Strong organizational, problem-solving, time-management, and self-starter skills
• Strong analytical skills with demonstrated data literacy and business acumen
• Ability to effectively influence and communicate cross-functionally
• Ability to conceptualize, develop, and implement process improvements
• Excellent verbal and written communication skills