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Team Lead Fraud Operations

Visa, Lehi UT, US

Everywhere you want to be

Duration: Full-Time


The Screening Management Team Leader is an integral part of the Screening Management Team, responsible for support and management of the Screening Management service team that performs manual reviews. The manual review technique is performed on behalf of Cybersource Merchants in an effort to reduce fraud while maximizing our client’s sales and protecting their profits by manually checking orders. This will involve researching a high volume of suspect orders to identify and decline fraudulent orders before they are processed.

The Screening Management organization has employees based in five internal Visa offices located in the Brazil, United States, Philippines, and England.  The Team Leaders primary role is to manage a high performing manual review team.  The selected candidate will report to the Manager, Screening Management and will be work out of our Lehi, UT office.

Job Responsibilities

  • Managing and leading high performing, productive teams that are responsible for providing Screening Management services.
  • Strong aptitude in operations leadership, with experiences in managing operational teams.
  • Collaborating with internal support functions, including training, workforce management, quality assurance, business intelligence, and project managers to improve team performance.  
  • Work with other internal Screening Management teams to set global goals and initiatives to ensure productive review teams.
  • Work closely with the Screening Management LAC Manager to ensure LAC merchant requirements are being met and the teams performance meets their demands.

Required Experience

  • Experience working in e-commerce fraud market or account management experience
  • Strong Excel, PowerPoint and reporting skills
  • Excellent organization and time management skills; ability to work under pressure with autonomy
  • Excellent people leadership skills in driving performance, development, follow through, process improvement and issue resolution.
  • Ability to work well in a team environment; explaining complex processes to other team members in a simple and easy to understand manner
  • Ability to function effectively in a fast-paced, ever changing work environment with multiple priorities.
  • Ability to articulate concepts and ideas to a broader audience, sometimes on a global level.

Basic Qualifications

  • 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
  • Preferred Qualifications
  • 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • Expert in online fraud and chargebacks.
  • Broad experience in developing and managing high performing work teams.
  • Strong analytical skills with the ability to scrutinize and communicate metrics, key performance indicators, and service levels to internal stakeholders and clients.
  • Ability to motivate others and work cooperatively in a group to achieve common goals.
  • Experience in driving performance-based metrics, team efficiencies, and balancing workload productivity.
  • Proficient in call center metrics and how improve efficiencies and performance.
  • Self-managed professional who enjoys multitasking and keen with ongoing change.
  • Exceptional organizational skills - ability to manage multiple, competing priorities and projects.
  • Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
  • MUST speak fluent English and Spanish

Preferred Qualifications:

  • 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • Committed to service excellence and added value through taking a proactive interest in client needs and works in partnership with them to achieve their aims
  • Contributes effectively to achievement of organizational vision through teamwork, employing open communication channels and sharing information to achieve a common objective
  • Continually improving through personal development and champions new ways of doing things
  • Makes a positive impact by executing on commitments to consistently deliver results alongside building support, commitment and respect from others by demonstrating professionalism, integrity and expertise
  • Achieves results by driving self and others to achieve results and surpass goals using sound processes. Works across boundaries and in partnership with others to achieve goals.
  • Demonstrates resilience; able to respond quickly to adapting organizational needs while continuously role modelling company values
  • Generates and shares interesting/new ideas and insights to stimulate discussion and thinking
  • • Provides the energy and drive to identify and create opportunities for new and innovative ways to meet client needs
  • Researches industry best practice and trends; applies this to own role to stretch thought boundaries
  • Able to quickly assimilate key information; quickly applies new knowledge
  • Participates in creative workshops or knowledge sharing opportunities
  • Understands and demonstrates the importance of sharing knowledge


 


Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

 

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

Want to learn more about Visa? Visit Visa's website.