Fraud Review Team Lead
4 days ago
At Trainline, we're committed to providing a safe and secure experience for our customers. As a Fraud Review Team Lead, you'll play a critical role in preventing and detecting fraudulent activity, ensuring the integrity of our systems and processes.
Key Responsibilities:- Team Leadership: Supervise and mentor a team of Fraud Review Agents and Chargeback Agents, providing guidance and support to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Fraud Trend Monitoring: Stay up-to-date on the latest fraud trends, groups, and emerging threats, ensuring that accurate fraud rules are in place to prevent and detect fraudulent activity.
- Performance Management: Conduct regular performance reviews, provide feedback, and address issues within the team to ensure they're meeting their goals and objectives.
- Reporting and Analysis: Create detailed reports on Fraud Review Agent and Chargeback Agent performance, including metrics such as agent effectiveness and success rates.
- Collaboration and Communication: Work closely with other departments, such as Customer Service and Customer Relations, to ensure that fraud prevention efforts are aligned with frontline teams and that knowledge briefs are updated accordingly.
Requirements:
- Proven experience leading a team in an operational environment, with a track record of mentoring, coaching, and developing team members.
- Demonstrated ability to manage multiple teams, delegate tasks, and ensure timely and effective response to fraud alerts and cases.
- Strong communication skills to liaise between teams and departments.
- Experience collaborating with other departments to communicate fraud review initiatives.
- Strong stakeholder management skills, including presenting complex fraud-related insights and trends to senior leadership.
- Experience developing and presenting performance metrics to senior management.
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