Fraud Recovery Investigations Team Lead

Highschool Diploma or GED
5+ years of experience in financial services or related industries
1+ years of people management experience with a proven track record of strong leadership skills or relatable experience
Experience with and comfortable in leading and developing a team
Strong leadership and time management skills
Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner
Detailed-oriented and organized
Skilled at monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity
Strong understanding of bank operations including but not limited to navigating banking systems, understanding, and interpreting customer transactions
Strong understanding of the customer service experience
Ability to research and make appropriate decisions regarding complex cases
Ability to work some rotating holidays
The ability to work in a production driven environment
Effective oral and written communication skills
Strong proficiency in Microsoft Excel and other Microsoft Suite Products
Ability to quickly learn and adapt to new policies, procedures, and vendor systems
Ability to deliver clear, constructive feedback, driving both individual and team performance
Ability to work full time in-office in Richardson, TX
US Citizenship or Green Card Holder required

Oversee the daily operations of a team of 10+ Fraud Recovery Analysts, ensuring that all team members are meeting performance and productivity goals
Conduct quality assurance reviews of fraud recovery cases handled by analysts to ensure accuracy, completeness, and adherence to established procedures
Gathering, organizing, and analyzing data as it pertains to case development through the use of analytical tracking and data management tools
Place appropriate holds on accounts deemed to have fraudulent activity. Track and document actions taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and/or documentation to support a decision on whether fraudulent activity has occurred
Provide coaching and feedback to Fraud Recovery Analysts and Associates based on quality assurance findings to improve overall performance and accuracy
Build and implement training including job aids and oversight mechanisms to ensure consistent and high-quality performance across all project resources
Manage queue assignments, case aging, and overall queue health to ensure timely and efficient processing of cases