Published on

Mar 23, 2024

Published on

Mar 23, 2024

Published on

Mar 23, 2024

Published on

Mar 23, 2024

Fraud Operations Investigations Manager

Fraud Operations Investigations Manager

Fraud Operations Investigations Manager

Fraud Operations Investigations Manager

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

About the job

About One

One’s mission is simple - to help customers achieve financial progress. We’re doing this by creating simple solutions to help our customers save, spend, borrow, and grow their money – all in one place.

The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.

What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.

There’s never been a better moment to build a business that helps people achieve financial progress. Come build with us!

The role

As Fraud Operations Investigations Manager, your mandate is to minimize fraud losses while optimizing the customer experience. You will be responsible for leading the fraud claims investigations team across card compromises, ID theft and ATO for all of our consumer financial banking and lending products. You will work closely with the product, service engineering, customer service, dispute operations, overall operations, legal and compliance teams to ensure we provide efficient service to our customers and handle fraud claims in line with all applicable regs. You will be responsible for hiring, growing, and training the One Fraud Investigations operations team. This role reports to the Head of Fraud Operations.

This role is responsible for:


  • Managing day-to-day operations of the Fraud Operations Investigations team.

  • Leading, coaching and training Fraud Operations agents in fraud reviews for disputes/fraud claims, identity theft, and other investigations required by partner teams.

  • Creating new and review existing policies/procedures to investigate fraud.

  • Being the subject matter expert (SME) to review and decision escalations requiring an advanced investigation.

  • Collaborating with other operational areas - customer service, workforce planning, QA, complaints etc. - to ensure the team operates efficiently and to provide a best in class customer experience

  • Working closely with other stakeholders to better identify and mitigate fraud (Ex. AML, Fraud Strategy, Disputes, etc.).

  • Managing vendor/offshore fraud investigations team with appropriate amount of oversight

  • Monitoring alerts and tune as needed to identify potential fraud typologies.

  • Working specialty queues to determine suspicious activity and necessary action on accounts.


You bring


  • At least 10 years of hands on fraud experience in fraud investigations with a consumer financial institution.

  • Strong knowledge of applicable regs (Reg E and Reg Z)

  • Experience managing offshore fraud operations team and vendor

  • Leadership experience in fraud operations area

  • An act-like-an-owner mentality. We have a bias toward taking action.

  • No fear of getting into the details and working accounts when needed.

  • A high level of integrity and ability to manage sensitive information.

  • Self-motivated, analytical thinker with exceptional attention to detail.


Pay Transparency

The estimated annual base salary for this position ranges from $90,000 to $95,000. Pay is generally based upon the level, complexity, responsibility, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.

What it’s like working @ One


  • Competitive cash - we don’t discount based on location

  • Benefits effective on day one

  • Early access to a high potential, high growth fintech

  • Generous stock option packages in an early-stage startup

  • Remote friendly (anywhere in the US) and office friendly - you pick the schedule

  • Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave

  • 401(k) plan with match


Leveling Philosophy

In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at One. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within One.

Inclusion & Belonging

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@one.app.

About the job

About One

One’s mission is simple - to help customers achieve financial progress. We’re doing this by creating simple solutions to help our customers save, spend, borrow, and grow their money – all in one place.

The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.

What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.

There’s never been a better moment to build a business that helps people achieve financial progress. Come build with us!

The role

As Fraud Operations Investigations Manager, your mandate is to minimize fraud losses while optimizing the customer experience. You will be responsible for leading the fraud claims investigations team across card compromises, ID theft and ATO for all of our consumer financial banking and lending products. You will work closely with the product, service engineering, customer service, dispute operations, overall operations, legal and compliance teams to ensure we provide efficient service to our customers and handle fraud claims in line with all applicable regs. You will be responsible for hiring, growing, and training the One Fraud Investigations operations team. This role reports to the Head of Fraud Operations.

This role is responsible for:


  • Managing day-to-day operations of the Fraud Operations Investigations team.

  • Leading, coaching and training Fraud Operations agents in fraud reviews for disputes/fraud claims, identity theft, and other investigations required by partner teams.

  • Creating new and review existing policies/procedures to investigate fraud.

  • Being the subject matter expert (SME) to review and decision escalations requiring an advanced investigation.

  • Collaborating with other operational areas - customer service, workforce planning, QA, complaints etc. - to ensure the team operates efficiently and to provide a best in class customer experience

  • Working closely with other stakeholders to better identify and mitigate fraud (Ex. AML, Fraud Strategy, Disputes, etc.).

  • Managing vendor/offshore fraud investigations team with appropriate amount of oversight

  • Monitoring alerts and tune as needed to identify potential fraud typologies.

  • Working specialty queues to determine suspicious activity and necessary action on accounts.


You bring


  • At least 10 years of hands on fraud experience in fraud investigations with a consumer financial institution.

  • Strong knowledge of applicable regs (Reg E and Reg Z)

  • Experience managing offshore fraud operations team and vendor

  • Leadership experience in fraud operations area

  • An act-like-an-owner mentality. We have a bias toward taking action.

  • No fear of getting into the details and working accounts when needed.

  • A high level of integrity and ability to manage sensitive information.

  • Self-motivated, analytical thinker with exceptional attention to detail.


Pay Transparency

The estimated annual base salary for this position ranges from $90,000 to $95,000. Pay is generally based upon the level, complexity, responsibility, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.

What it’s like working @ One


  • Competitive cash - we don’t discount based on location

  • Benefits effective on day one

  • Early access to a high potential, high growth fintech

  • Generous stock option packages in an early-stage startup

  • Remote friendly (anywhere in the US) and office friendly - you pick the schedule

  • Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave

  • 401(k) plan with match


Leveling Philosophy

In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at One. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within One.

Inclusion & Belonging

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@one.app.

About the job

About One

One’s mission is simple - to help customers achieve financial progress. We’re doing this by creating simple solutions to help our customers save, spend, borrow, and grow their money – all in one place.

The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.

What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.

There’s never been a better moment to build a business that helps people achieve financial progress. Come build with us!

The role

As Fraud Operations Investigations Manager, your mandate is to minimize fraud losses while optimizing the customer experience. You will be responsible for leading the fraud claims investigations team across card compromises, ID theft and ATO for all of our consumer financial banking and lending products. You will work closely with the product, service engineering, customer service, dispute operations, overall operations, legal and compliance teams to ensure we provide efficient service to our customers and handle fraud claims in line with all applicable regs. You will be responsible for hiring, growing, and training the One Fraud Investigations operations team. This role reports to the Head of Fraud Operations.

This role is responsible for:


  • Managing day-to-day operations of the Fraud Operations Investigations team.

  • Leading, coaching and training Fraud Operations agents in fraud reviews for disputes/fraud claims, identity theft, and other investigations required by partner teams.

  • Creating new and review existing policies/procedures to investigate fraud.

  • Being the subject matter expert (SME) to review and decision escalations requiring an advanced investigation.

  • Collaborating with other operational areas - customer service, workforce planning, QA, complaints etc. - to ensure the team operates efficiently and to provide a best in class customer experience

  • Working closely with other stakeholders to better identify and mitigate fraud (Ex. AML, Fraud Strategy, Disputes, etc.).

  • Managing vendor/offshore fraud investigations team with appropriate amount of oversight

  • Monitoring alerts and tune as needed to identify potential fraud typologies.

  • Working specialty queues to determine suspicious activity and necessary action on accounts.


You bring


  • At least 10 years of hands on fraud experience in fraud investigations with a consumer financial institution.

  • Strong knowledge of applicable regs (Reg E and Reg Z)

  • Experience managing offshore fraud operations team and vendor

  • Leadership experience in fraud operations area

  • An act-like-an-owner mentality. We have a bias toward taking action.

  • No fear of getting into the details and working accounts when needed.

  • A high level of integrity and ability to manage sensitive information.

  • Self-motivated, analytical thinker with exceptional attention to detail.


Pay Transparency

The estimated annual base salary for this position ranges from $90,000 to $95,000. Pay is generally based upon the level, complexity, responsibility, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.

What it’s like working @ One


  • Competitive cash - we don’t discount based on location

  • Benefits effective on day one

  • Early access to a high potential, high growth fintech

  • Generous stock option packages in an early-stage startup

  • Remote friendly (anywhere in the US) and office friendly - you pick the schedule

  • Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave

  • 401(k) plan with match


Leveling Philosophy

In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at One. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within One.

Inclusion & Belonging

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@one.app.

About the job

About One

One’s mission is simple - to help customers achieve financial progress. We’re doing this by creating simple solutions to help our customers save, spend, borrow, and grow their money – all in one place.

The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.

What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.

There’s never been a better moment to build a business that helps people achieve financial progress. Come build with us!

The role

As Fraud Operations Investigations Manager, your mandate is to minimize fraud losses while optimizing the customer experience. You will be responsible for leading the fraud claims investigations team across card compromises, ID theft and ATO for all of our consumer financial banking and lending products. You will work closely with the product, service engineering, customer service, dispute operations, overall operations, legal and compliance teams to ensure we provide efficient service to our customers and handle fraud claims in line with all applicable regs. You will be responsible for hiring, growing, and training the One Fraud Investigations operations team. This role reports to the Head of Fraud Operations.

This role is responsible for:


  • Managing day-to-day operations of the Fraud Operations Investigations team.

  • Leading, coaching and training Fraud Operations agents in fraud reviews for disputes/fraud claims, identity theft, and other investigations required by partner teams.

  • Creating new and review existing policies/procedures to investigate fraud.

  • Being the subject matter expert (SME) to review and decision escalations requiring an advanced investigation.

  • Collaborating with other operational areas - customer service, workforce planning, QA, complaints etc. - to ensure the team operates efficiently and to provide a best in class customer experience

  • Working closely with other stakeholders to better identify and mitigate fraud (Ex. AML, Fraud Strategy, Disputes, etc.).

  • Managing vendor/offshore fraud investigations team with appropriate amount of oversight

  • Monitoring alerts and tune as needed to identify potential fraud typologies.

  • Working specialty queues to determine suspicious activity and necessary action on accounts.


You bring


  • At least 10 years of hands on fraud experience in fraud investigations with a consumer financial institution.

  • Strong knowledge of applicable regs (Reg E and Reg Z)

  • Experience managing offshore fraud operations team and vendor

  • Leadership experience in fraud operations area

  • An act-like-an-owner mentality. We have a bias toward taking action.

  • No fear of getting into the details and working accounts when needed.

  • A high level of integrity and ability to manage sensitive information.

  • Self-motivated, analytical thinker with exceptional attention to detail.


Pay Transparency

The estimated annual base salary for this position ranges from $90,000 to $95,000. Pay is generally based upon the level, complexity, responsibility, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.

What it’s like working @ One


  • Competitive cash - we don’t discount based on location

  • Benefits effective on day one

  • Early access to a high potential, high growth fintech

  • Generous stock option packages in an early-stage startup

  • Remote friendly (anywhere in the US) and office friendly - you pick the schedule

  • Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave

  • 401(k) plan with match


Leveling Philosophy

In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at One. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within One.

Inclusion & Belonging

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@one.app.

About Company

We're on a mission to help people achieve financial progress.We're seeking team members who are hungry, humble, and honest to help us build simple solutions for people to save, spend, and grow their money — all in one place. Here you’ll have the opportunity to challenge the status quo with proven leaders in fintech, banking, consumer products, and tech.One is backed by Walmart and Ribbit Capital. Learn more about us at www.one.app.Follow for the latest news and updates on employee life.One card is issued by Coastal Community Bank pursuant to licensing by Mastercard® International.

Total Employees

881

Company 2-Year Growth

398%

Median Employee Tenure

0.8 years

Because no one goes to school
for fighting fraud.