Fraud & Customer Risk Insights Group Lead

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 Group Lead (GL) 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 customer identification, disputes and the Families product. This role requires experience in fraud detection and prevention, and the ability to creatively resolve sophisticated issues. The GL will lead a combination of Team Leads (TLs) and Individual Contributors (ICs), providing expert guidance on combating payment fraud patterns and generating insights on the drivers of inauthentic activity and other risks.

The GL will lead the group to analyze intricate and dynamic schemes, utilizing in-depth evaluations and experience driven judgment to identify 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 KYC, is preferred in order to address fraud and generate insights around behaviors in these areas.

You will

• Lead, mentor, and develop a team of Team Leaders and Individual Contributors, ensuring high performance and collaboration
• Act as a trusted advisor to both team members and other departments, guiding them on how to approach company objectives, and deliver key results
• Inspire, mentor, and guide teams while setting clear goals, and expectations
• Model the behaviors and expectations for your team
• Set performance expectations for the group, ensuring alignment with company policies
• Translate organizational objectives into team-specific goals, determining how to best allocate resources and meet deadlines
• Lead the development and execution of strategies to 1) detect organized fraud activity and 2) generate insights on the drivers of customer complaints.
• Utilize professional expertise to set methods and procedures for new assignments, ensuring that team members are aligned with the company's risk goals
• Provide recommendations for policy changes and establish team-specific procedures to meet evolving challenges
• 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 align on strategic prevention, and mitigation initiatives including generating actionable insights for product development, controls, complaint mitigation, and machine learning models
• Lead cross-team efforts in evaluating trends and patterns, ensuring team recommendations support overall business goals
• Ensure that your team’s erroneous decisions are minimized through careful data analysis, cross-functional collaboration, and strategic insight

You Have

• Minimum of 8 years of related experience in fraud prevention and risk management
• Proven track record in analyzing and combating fraud on payment platforms as well as 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
• Experience working with machine learning models and data-driven approaches to fraud detection and complaint mitigation
• Expertise in detecting and preventing fraud patterns such as account takeovers (ATO), scams, identity, disputes, complaints, and cry