Team Leader – Deposit Fraud

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

📋 Description

• Addressing customer inquiries promptly and effectively using Zendesk or alternative customer support platforms.

• Detecting and addressing fraud and risk challenges, such as identity theft, account takeovers, check kiting, and money laundering.

• Meticulously documenting investigative processes, findings, and resolutions, along with customer feedback and concerns.

• Developing and adjusting fraud prevention policies and procedures.

• Evaluating, mentoring, and training junior staff members.

• Working collaboratively with other departments to facilitate departmental tasks.

• Analyzing customer account opening applications through various fraud detection software to ensure compliance with standards.

• Monitoring customer experiences across both online and offline channels through logs, dashboards, and CRM systems.

⛳️ Requirements

• Minimum of 2 years' experience in a similar position, ideally within a top 25 depository financial institution in the US.

• Comprehensive understanding of US banking regulations concerning fraud.

• Proficient in MS Excel / Google Sheets formulas and functions; basic SQL knowledge is highly preferred.

• Background in customer-facing roles within a depository account setting.

• Excellent communication, collaboration, and problem-solving abilities, including root-cause analysis.

• High proficiency, speed, and accuracy in written communication.

• Fluent, clear, and articulate in English.

• Strong organizational skills and effective time management capabilities.

• Familiarity with customer communication tools (Zendesk), task management applications, Google Drive, and email.

• Detail-oriented, as accuracy is critical in the financial services sector.

• Bachelor's Degree or equivalent work experience in financial services.

• Willingness to work US Pacific time from 9 AM to 5 PM, including a 1-hour break.

• Must currently reside in the Philippines.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• A supportive and collaborative work environment.