Fraud Prevention Supervisor

About PayJoy

PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoys secret sauce technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 10 million happy customers and over a billion dollars of sales in 2023.

This Role

We are looking to hire an awesome Manual Review Supervisor to coach our staff to deliver exceptional customer service. This position will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing, implementing and supervising processes.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

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

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed