Fraud Review Team Lead

1 day ago

Edinburgh, Edinburgh, United Kingdom Trainline Full time
Fraud Review Team Lead

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:
  • Supervise and manage the Fraud Review and Chargeback Teams, providing guidance and support to ensure they're equipped to handle complex fraud cases.
  • Mentor and develop team members, identifying knowledge gaps and providing training and coaching to enhance their skills and performance.
  • Conduct performance reviews, providing constructive feedback and addressing any issues that may impact team performance.
  • Monitor fraud trends and emerging threats, ensuring that our teams are up-to-date on the latest techniques and strategies.
  • Develop and maintain detailed reports on team performance, including metrics on agent effectiveness and success rates.
  • Collaborate with other departments, such as Customer Service and Customer Relations, to ensure that fraud prevention efforts are aligned with business objectives.
  • Provide regular updates and insights to senior management, highlighting key issues and areas of concern.
  • Recruit and manage a high-performing team, working closely with Senior Management to identify and attract top talent.

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 and stakeholder management skills, with the ability to present complex fraud-related insights and trends to senior leadership.
  • Experience developing and presenting performance metrics, such as fraud review agent and chargeback agent cases quality, to senior management.
  • Good decision-making skills, with the ability to make timely, well-informed decisions while considering input from the team.
  • Active listening skills, with the ability to pay full attention to team members' concerns, suggestions, and needs.
  • Proven conflict resolution skills, with the ability to manage disagreements and facilitate solutions that respect all parties involved.

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