Appeal Operations Lead Job at Cash App (Bay Area)

Job Description

Leading a new function in our specialized Appeal Operations, you will lead an internal team to continue the expansion and operationalization of our Denylist Appeal function. In addition to the internal team, you will be coordinating with our BPO team to effectively manage the Denylist Appeal program. As the Appeal Operations Lead you will leverage your deep fraud and risk expertise to drive efficiency and effectiveness within the program. You will partner everyday with front line agents to effectively work through emerging patterns and scale operations. In addition you will partner with cross functional stakeholders such as Data Science, Machine Learning, Compliance and Engineering to report out on any trends that the team is encountering to protect customers and the Cash platform, brand and reputation. Simultaneously, you will lead, coach, mentor and develop team members to define and achieve high performance bars individually and collectively, and foster their professional development and enable them to effect change within the business.

Job Responsibility

Expand the investigations framework to support denylist appeal processes and validation
Diagnose problems, recognize emerging fraud and abuse patterns and develop compelling, data-driven recommendations and monitor results
Collaborate with front line team members both internally and with our BPO vendor
Showcase strong time-management skills to maintain or exceed expected daily workloads, lead the team by example
Provide ongoing improvements to investigation approaches and iterative feedback balancing customer experience and protecting the business
Collaborate on and escalate complex cases and new trends within the team, backed by industry knowledge of common financial services fraud vectors and risk controls
Identify, document, and follow-up with team members on product bugs and feature enhancements
Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to increase investigations efficacy
Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our controls
Build and execute on short-term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity
Lead and develop a team of 8-12 individuals
Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures
Recognize and Reward Talent
ensure accountability at all levels within the team roles
Manage individual performance and provide ongoing insight and coaching
Assist with professional development and upstream, preventative, future-proof thinking

Requirements

Prior leadership experience managing a team of high performing fraud analysts, including coaching and development
Previous experience identifying opportunities to update, revise or implement rules and/or controls to mitigate fraud/inauthentic activity
Previous experience building and scaling operational processes
Ability to prepare and present findings to multiple levels within the leadership hierarchy
Show strong ability to conceptualize, develop, and implement process improvements around investigatory workflows and approaches
Demonstrate flexibility to adapt and able to manage multiple assignments while working independently
The ability to answer unstructured business questions and work independently to drive projects and analytical tasks to conclusion
Excellent analytical and problem-solving skills, including root cause analysis / identification
Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations for courses of action
Experience with utilizing visualizations (e.g. Tableau, Looker, Mode) either directly or through leading a team responsible for such visualizations
Experience using statistical approaches to solving business problems

Nice to have

Fraud Related Certifications
Prior risk/compliance leadership or risk/compliance mentoring related role
Experience scaling BPO teams

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

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Appeal Operations Lead

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