About Revolut
People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we’ve helped 40+ million customers get more from their money. And we’re not done yet.
As we continue our lightning-fast growth, two things are essential to continuing our success: our people and our culture. We’ve been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 8,000+ people working around the world, from our great offices or remotely, on our mission. And we’re looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.
About The Role
Revolut takes a unique approach to operations. Our highly skilled Fraud Support team handles the most challenging issues by delivering innovative solutions. If you’re excited about solving complex problems and want to lead a dynamic, fast-paced team, keep reading.
We’re looking for a Fraud Support Operations Manager who thrives on tackling intricate challenges and is ready to roll up their sleeves. You’ll manage our frontline team of Support agents interacting with customers to help manage any fraud-related incidents.
Up for the challenge? Let’s get in touch 🚀
What You’ll Be Doing
- Overseeing a dynamic and fast-paced team that deals with fraud-related customer inquiries
- Collaborating with operations managers to ensure our processes are optimised for customer experience and fraud mitigation
- Identifying new and emerging scam patterns, and working directly with customers to prevent scams
- Building the team, from hiring to providing guidance, ensuring they have the tools and knowledge to excel in fraud support chat operations
- Monitoring and reporting on the efficiency and effectiveness of fraud support chat operations, including quality and chat rating KPIs
What You’ll Need
- 5+ years of relevant experience in FinCrime operations
- A solid understanding of fraud types, and detection and investigation techniques
- Proven experience in leading and managing teams
- Strong communication skills to interact with both agents and senior management
- The ability to rapidly identify and resolve complex problems
- Experience developing training materials and enhancing agent knowledge of fraud
Nice to have
- Experience in identifying and preventing scams
- Data analytics skills to support proactive alerts and investigations
- Experience with SQL
- Knowledge of the financial industry and relevant regulations
Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We’re not just doing this because it’s the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.
Refer to our Data Privacy Statement for Candidates: https://www.revolut.com/legal/data-privacy-for-candidates for details on our data handling practices during your application.