Fraud Insights & Customer Risk Senior Manager

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

The Fraud & Customer Risk Insights Manager (Group Lead) will be responsible for leading a technical team that tackles complex challenges in the payments space, including debit card, peer-to-peer (P2P) and cryptocurrency transactions, as well as customer risk areas including disputes and complaints. This role requires experience in fraud detection and prevention, and the ability to creatively resolve sophisticated issues. The Group Lead (GL) will lead a combination of Team Leaders (TLs) and Individual Contributors (ICs), providing expert guidance on combating payment fraud patterns and generating insights on the drivers of customer complaints and other risks.

This Manager will lead the group to analyze intricate and dynamic schemes, utilizing in-depth evaluations and judgment to select the most crucial trends for detection and prevention. This role requires cross-functional networking with key contacts in product, legal, compliance, operations and machine learning, leveraging a broad knowledge of both current business trends and emerging risks. Further, regulatory knowledge in the payments space, especially around disputes and complaints, is preferred in order to address fraud and generate insights around behaviors in these areas.

You Will

Leadership & Strategic Oversight:

• Lead, mentor, and develop a team of Team Leaders and Individual Contributors, ensuring high performance and collaboration.
• Utilize professional expertise to set methods and procedures for new assignments, ensuring that team members are aligned with the company's fraud prevention and Customer Risk (Complaint) insight generation goals
• Provide recommendations for policy changes and establish team-specific procedures to meet evolving challenges.

Complex Analysis & Strategy:

• Work on complex issues where in-depth analysis of various patterns is critical to deriving effective solutions.
• Exercise sound judgment in determining methods for combating sophisticated schemes and for identifying drivers of customer complaints or other related customer risks
• Collaborate with stakeholders from various functions (e.g., legal, product, compliance, operations and machine learning) to generate actionable insights for product development, controls, complaint mitigation, and machine learning models.
• Cross-functional Collaboration & Stakeholder Engagement:
• Regularly interact with cross functional stakeholders to align on strategic prevention and mitigation initiatives.
• Lead cross-team efforts in evaluating trends and patterns, ensuring team recommendations support overall business goals.
• Act as a trusted advisor to both team members and other departments, guiding them on how to approach company objectives and deliver key results

Management & Goal Setting:

• Translate organizational objectives into team-specific goals, determining how to best allocate resources and meet deadlines.
• Set performance expectations for the group, ensuring alignment with company policies.

Judgment & Discretion:

• Apply high-level judgment utilizing data when evaluating fraud prevention and complaint mitigation strategies, understanding that decisions can directly impact the organization’s goals
• Ensure that erroneous decisions are minimized through careful data analysis, cross-functional collaboration, and strategic insight.

Prevention and Mitigation:

• Lead the development and execution of strategies to 1) detect organized fraud activity and 2) generate insights on the drivers of customer complaints.
• Stay ahead of emerging trends by leading the group to conduct thorough evaluations and suggest new methods for preventing fraudulent activities or mitigate causes of complaints.

You Have

• Minimum of 8 years of related experience in fraud prevention and risk management required (education/certifications will also be considered) 
• Minimum of 5 years of management experience required, preferred experience includes leading technical teams, leaders, and individual contributors
• Proven track record in analyzing and combating fraud on payment platforms as well demonstrable knowledge of identification of customer risks, including disputes and complaints
• Demonstrated ability to resolve complex challenges by applying professional knowledge and creative problem-solving skills.

Technical Knowledge:

• Expertise in detecting and preventing fraud patterns such as account takeovers (ATO), scams, identity, disputes, complaints, and cryptocurrency-related fraud.
• Strong understanding of identity verification requirements for payment platforms as well as familiarity with the operational policies that govern fraud prevention.
• Strong understanding of SQL and experience guiding technical teams using data to create insights
• Expertise presenting information/insights using data visualization tools including Tableau, Mode, Looker, etc

Leadership:

• Experience managing and coordinating the activities of both team leaders and individual contributors in a professional setting
• Ability to inspire, mentor, and guide teams while setting clear goals and expectations.

Complex Problem-Solving:

• Ability to work on diverse and complex issues where multiple variables must be analyzed and evaluated to determine the best approach to fraud prevention
• Adept at selecting methods and techniques that are both effective and scalable to combat organized fraud at a large scale

Preferred Skills:

• Experience working with machine learning models and data-driven approaches to fraud detection and complaint mitigation
• Strong analytical abilities, capable of turning complex data into actionable insights for business stakeholders
• Familiarity with technologies and tools commonly used in the financial sector

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.