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Risk Mitigation Coordinator

2 weeks ago


Phoenix, Arizona, United States Upgrade, Inc. Full time

About the Role

As a FRAUD INVESTIGATIONS TEAM LEAD, you will be responsible for managing a team of investigators to ensure that tasks are completed according to our best practices. Your primary focus will be on examining workload volumes, prioritizing work efforts, and assisting with the growth and development of the team.

Your Key Responsibilities:

  • Lead and manage a team of approximately 8-12 Fraud Investigators handling reviews related to identity theft, account take over, account abuse, etc.
  • Examine workload volumes, prioritize work efforts, and assist with the growth and development of the team.
  • Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our claimant's needs.
  • Measure and maximize staff productivity through metrics and effective workforce management.
  • Provide training and constructive feedback to Investigators on cases reviewed including but not limited to adherence to best practices, quality of investigations, and attention to detail.
  • Conduct escalated or complex investigations across all product lines.
  • Suggest process improvements to streamline operations and strategies to reduce fraud.
  • Assist with the identification of emerging fraud trends and developing strategies to mitigate risk for Upgrade and its customers.
  • Assist with developing metrics and KPI's aimed at evaluating the effectiveness of fraud prevention methods, investigations, and loss mitigation efforts.
  • Understand the risks of AML and fraud typologies that are presented by Upgrade's product offerings and services, including lending and deposit products.
  • Assist with the coordination between Fraud teams to recover or chargeback stolen funds.

Your Requirements:

  • 2-3 years of BSA/AML, Investigations, or Fraud related experience.
  • 1-2 years of experience supervising or managing teams and processes.
  • Bachelor's degree required.
  • Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
  • Good organizational skills and attention to detail are essential.
  • Ability to work well in fast-paced, multi-task environment, and be team-oriented.
  • Experience managing teams and processes.