Fraud Prevention Supervisor at PayJoy

Responsibilities

• Oversee Manual Review staff activities by ensuring compliance with global standards regarding our daily operation and providing staff with performance-based feedback
• Understand local current IDs characteristics to ensure compliance with KYC.
• Build weekly and monthly reports on key metrics of the team (approval rates, accuracy, marked as fraud, SLAs, Weekly and monthly report building, solid analysis and sampling).
• Accurately detect fraud vectors and ensure to report them immediately.
• Assist customer experience staff with duties when required
• Investigate and solve any operational inconsistencies
• Document pertaining to customer service department activities.

Requirements

• 2-3 years of experience in a leadership position in CS.
• Preferably working with mobile, consumer electronics, or financial products.
• Strong communication, analytical skills and critical thinking.
• Microsoft Office knowledge (intermediate mandatory).
• Strong people and organizational skills.
• English fluency, Spanish is a plus.

Desirable

• Knowledge on using GSuite and Microsoft office tools.
• Experience using CRM tools such as Zendesk, Talkdesk, Salesforce, etc.
• Experience in using training and quality platforms