Senior Manager, Fraud Operations

Job Description

As a Senior Manager, Fraud Operations, you’ll be joining our rapidly-growing Financial Service Operations Team to own and drive the strategy, growth, effectiveness, and operational efficiency of our global reactive Fraud Operations program. You will lead teams of process and performance management experts to maximize operational strategies and member experience, minimize time to re-enablement, and maintain regulatory compliance across third party and internal operations. You will partner cross-functionally with our Product, Analytics, Member Services, and Compliance Teams in scoping, defining, and prioritizing projects, and shipping process, policy, and tooling enhancements. The ideal candidate is a seasoned fraud operations and process optimization leader with a proven history of balancing fraud/risk and member experience needs. You will drive innovation and inclusion throughout our Financial Services Operations team, and ensure our teams have the tools, procedures, and leadership necessary to be successful. We’ll rely on you to help us ensure our investigations are timely, accurate, and compliant, and that we are well-positioned to scale our operations as we grow to serve tens of millions of Chime members.

This job cannot be performed in the state of Colorado.

In this role, you can expect to

• Develop strong, collaborative relationships with key internal and external stakeholders to strategically develop, implement and optimize fraud operations processes, tools, and policies to achieve performance objectives while mitigating regulatory, reputational, and financial risk
• Identify and resolve potential fraud situations that impact Chime members, develop process and documentation. Team up with the product, analytics, member services, and compliance teams to justify proposed changes through forecasting the impact to customer experience, regulatory/reputational risk, operational expenses, and/or fraud losses
• Celebrate excellent performance and empower your team to improve areas of opportunity. Hire and train new team members as the business grows.
• Own and assess your team’s progress toward the OKR and other performance goals. Regularly prioritize the highest impact initiatives, and communicate what needs to fall to management and stakeholders.
• Work closely with finance and workforce management teams to assess our operational readiness and ensure we can support fraud operations as we scale existing and new products
• Analyze productivity and quality assurance reporting to identify performance improvement opportunities and training deficiencies, and team up with your Training and Quality Assurance counterparts to execute on those opportunities
• Support internal and external audits and due diligence requests

To thrive in this role, you have

• 6+ years of financial services operational experience, preferably in a fraud or risk type role; 3+ of those years in a management role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members.
• The belief it’s integral to lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• A passion for identifying problems and finding the best possible solution. Automation and optimization are two of your greatest strengths, and you possess strong prioritizing and project management skills
• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
• The ability to foster a cohesive and creative work environment with internal and remote teams and across multiple time zones
• Advanced Microsoft Office or G Suite skills and dashboarding experience using data visualization tools such as Looker
• Basic SQL experience and a desire to grow this competency a plus
• The ability to travel within the US and internationally as needed (~25% travel time)

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors, including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝 Quarterly stipend to spruce up your home office
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.