Risk Supervisor

This is a fully remote position, open to applicants in Canada.

📋 Description

• Direct and manage daily activities of the Risk team, ensuring that queues, investigations, alerts, reviews, and escalations adhere to service level agreements.

• Supervise the monitoring of merchant risk related to fraud, compliance, reputation, operations, ACH, chargebacks, and transaction risks.

• Evaluate and authorize investigations that have been escalated, focusing on held transactions, significant ticket activity, refunds, duplicate transactions, authorizations, declines, ACH returns, suspicious activities, and emerging trends.

• Oversee team workloads, setting priorities, managing queue assignments, and allocating resources effectively.

• Perform quality assurance on cases, documentation, outreach, escalations, workflows, and monitoring activities.

• Provide coaching, mentoring, training, and performance feedback to Risk Analysts.

• Manage bank account change controls, including validations, approvals, quality reviews, system updates, and post-change monitoring.

• Ensure that ongoing merchant monitoring programs are carried out regularly.

• Support enhanced due diligence for high-risk industries, MCCs, NEC classifications, merchants dealing in firearms and ammunition, non-profits, and restricted categories.

• Supervise chargeback, ACH, and NACHA monitoring programs, including thresholds, return rates, recurring payments, remediation, and risk trends.

• Review and approve risk assessments, recommendations, merchant restrictions, monitoring plans, escalations, and account actions.

• Ensure that periodic KYC/KYB refreshes, merchant portfolio reviews, and documentation validation are conducted accurately and punctually.

• Prepare and present risk reports, KPI dashboards, operational updates, portfolio analyses, escalation summaries, and trend reports for leadership review.

• Identify emerging risks, operational gaps, control deficiencies, and opportunities for process improvements; implement corrective measures.

• Collaborate with Underwriting, Compliance, Product, Finance, Onboarding, Merchant Support, and external partners to resolve complex issues and enhance workflows.

• Assist with audits, compliance reviews, sponsor bank inquiries, processor questions, and operational examinations.

• Support the development of policies, documentation of procedures, enhancement of workflows, expansion of the risk framework, and strategic initiatives.

• Adapt controls, processes, priorities, and team responsibilities as the business landscape evolves.

• Take ownership of leadership initiatives, special projects, and other responsibilities assigned by management.

⛳️ Requirements

• A minimum of 5 years of experience in risk operations, payments, fraud prevention, underwriting, compliance operations, banking operations, or related areas.

• At least 1–3 years of leadership, team lead, supervisory, or management experience.

• Willingness to travel up to 15% annually.

• Strong understanding of payment processing, merchant acquiring, transaction monitoring, chargebacks, ACH processing, NACHA regulations, fraud prevention, and operational risk management.

• Proven ability to lead teams, prioritize workloads, manage escalations, and enhance operational performance.

• Excellent analytical and decision-making capabilities.

• Experience in developing procedures, monitoring programs, controls, scorecards, dashboards, and operational reporting.

• Exceptional communication, coaching, and stakeholder management skills.

• Skilled in managing multiple projects, investigations, escalations, and competing priorities simultaneously.

• Strong attention to detail with a commitment to maintaining high-quality standards.

• Ability to collaborate cross-functionally with Risk, Compliance, Underwriting, Operations, Product, Finance, and external partners.

• Practical knowledge of ACH processing, NACHA Operating Rules, ACH return thresholds, and best practices in payments risk management.

• Preferred: experience in merchant acquiring, PayFac operations, fintech, payment risk, card-not-present environments, or payment gateway operations.

• Preferred: experience in leading risk monitoring, fraud prevention, underwriting, compliance, or operational support teams.

• Preferred: familiarity with Payrix, Salesforce, Zift, Vantiv IQ, LegitScript, GIACT, Inscribe, or similar risk and verification platforms.

• Preferred: experience in developing KPIs, SLAs, quality assurance programs, operational reporting, and performance metrics for teams.

• Preferred: experience in supporting audits, sponsor bank reviews, regulatory examinations, and compliance initiatives.

• Preferred: knowledge of MCC governance, high-risk verticals, prohibited merchant categories, and requirements for enhanced due diligence.

• Preferred: experience in designing and implementing risk controls, monitoring frameworks, escalation procedures, and operational workflows.

• Preferred: experience with ACH risk monitoring programs, NACHA compliance requirements, return rate management, and payment network regulations.

• Preferred: experience in managing high-risk business verticals and establishing monitoring systems around them.

🏝️ Benefits

• Regular worker type

• 37.5 scheduled weekly hours

• Remote work arrangement

• Travel opportunities up to 15% annually for company meetings, leadership events, partner engagements, training, conferences, and other business-related activities