Appeal Operations Lead (Fintech)

TL;DR

Appeal Operations Lead (Fintech): Leading a new function to expand and operationalize the Denylist Appeal function, coordinating internal and BPO teams with an accent on fraud and risk expertise to drive efficiency and effectiveness. Focus on diagnosing emerging fraud and abuse patterns, developing data-driven recommendations, and building high-performing teams.

Location: Remote (US Only)

Salary: $72,700–$145,400 USD (depending on US geographic zone)

Company

hirify.global, Inc. builds technology to increase access to the global economy through brands like Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto.

What you will do

• Expand the investigations framework to support denylist appeal processes and validation.
• Diagnose problems, recognize emerging fraud and abuse patterns, and develop compelling, data-driven recommendations.
• Collaborate with front line team members, internal teams, and BPO vendors.
• Lead, coach, mentor, and develop a team of 8-12 individuals.
• Provide ongoing improvements to investigation approaches, balancing customer experience and business protection.
• Partner with cross-functional stakeholders such as Data Science, Machine Learning, Compliance, and Engineering to report on trends.

Requirements

• Prior leadership experience managing a team of high-performing fraud analysts, including coaching and development.
• Deep fraud and risk expertise to drive efficiency and effectiveness within programs.
• Previous experience building and scaling operational processes.
• Ability to prepare and present findings to multiple levels within the leadership hierarchy.
• Excellent analytical, problem-solving, written, oral, and presentation skills.
• Experience with utilizing visualizations (e.g., Tableau, Looker, Mode) either directly or through leading a team.

Nice to have

• Fraud Related Certifications.
• Prior risk/compliance leadership or mentoring related role.
• Experience scaling BPO teams.

Culture & Benefits

• Distributed team working globally across office and remote locations since day one.
• Culture geared toward innovation, collaboration, and impact.
• Remote work, medical insurance, flexible time off, and retirement savings plans.
• Commitment to an inclusive interview experience, including providing reasonable accommodations to disabled applicants.
• Benefits designed to empower employees to do their best work while building the life they want.

Hiring process

• Automated AI tools may be used to evaluate job applications for efficiency and consistency.