Operations Lead, Fraud & Disputes Resolution

Posted 6 Days Ago
Be an Early Applicant
Hiring Remotely in United States
Remote
Junior
Fintech
The Role
As Operations Lead, you will manage a team focused on fraud detection and disputes, enhancing team performance, coaching members, and ensuring customer satisfaction. You will analyze data for process improvements, foster team engagement, and communicate updates effectively while supporting your team's development and navigating complex cases.
Summary Generated by Built In

Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we’re redefining consumer credit for the better. Sound like a mission you can get behind?

We’re seeking an inspirational people manager with expertise in fraud operations and a passion for fostering team engagement to join our Fraud & Disputes Resolution (FDR) team as an Operations Lead.

This is a unique opportunity to make an impact at a company on the verge of becoming the household name in consumer credit for the 50% of Americans who are not served by traditional financial institutions.

The Impact You’ll Make in this Role:

You’ll drive forward our mission of enabling financial progress by empowering your team to protect cardholders and Mission Lane from fraudulent activity.  Your leadership will inspire team engagement, optimize performance, and drive efficiency.

You’ll lead a dynamic team of ~15 Fraud & Disputes associates, delivering exceptional customer experiences while meeting internal goals and regulatory obligations. Through coaching, collaboration and efficient time management, you’ll play a pivotal role in driving success across the FDR team. 

As Operations Lead, FDR, you will:

  • Coach for Growth: Provide continuous feedback, conduct performance reviews, and support team members' development, helping them excel in their roles and prepare for future opportunities.
  • Foster Engagement: Create a culture of trust, collaboration, and accountability by promoting open communication, recognizing achievements, and supporting individual and team well-being.
  • Monitor and Optimize Performance: Analyze team and individual data to identify improvement areas, coaching team members to drive efficiency and achieve goals.
  • Improve Processes: Lead local initiatives, identify opportunities for process enhancement, and contribute to cross-functional projects that enhance the customer experience.
  • Communicate Effectively: Keep the team informed of company updates, priorities, and changes, while managing schedules, time-off requests, and project updates seamlessly.
  • Be Present and Supportive: Act as a resource for escalations, assist with complex cases, and provide guidance whenever team members require additional support.

You’ll thrive in this role if you have:

  • 1+ years of supervisory experience in Fraud Operations, in the credit or banking industry.
  • Solid understanding of fraud detection and investigation practices in a frontline setting.
  • Strong leadership and coaching skills, with a proven ability to inspire and influence others.
  • Excellent communication skills, including written, verbal, and listening abilities.
  • Advanced problem-solving, prioritization, and time management skills to navigate a fast-paced environment.
  • Ability to collaborate with cross-functional teams and ensure alignment with policies, goals, and objectives.

Compensation

Annual full-time base salary range:  $59,000 - $65,000

Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role.  Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes unlimited paid time off, 401(k) match, a monthly wellness stipend, health/ dental/ vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-friendly work environment.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. 

It all started with a realization:  nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.

To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores. 

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

 *****

Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law.  Applicants can initiate an accommodation request by contacting [email protected].

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving, so we can ensure appropriate setup takes place.

The Company
HQ: Richmond, VA
472 Employees
Hybrid Workplace
Year Founded: 2018

What We Do


Mission Lane is not your average fintech company. We’re on a mission to disrupt the financial industry and normalize treating members like humans. With our unique take on credit, debit, and income discovery, we’re making life easier for millions of Americans, and loving our work every step of the way.

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