About the Role:

We are seeking a highly motivated and detail-oriented Fraud Supervisor to join our team at Comun. As a Fraud Supervisor, you will play a crucial role in building and supervising our fraud processes, overseeing a small team of fraud agents. These include KYC (Know Your Customer) checks and processes, transaction monitoring, fraud reporting and disputes handling. Additionally, you will be responsible for helping on operational tasks, including suggesting processes for improvement such as automation initiatives, and collaborating with members of the Comun team, including the compliance officer, engineers and customer support teams. You will also work directly with external vendors who help Comun with fraud reviews and processes.  If you are passionate about financial inclusion, optimizing operations, customer centricity and contributing to the growth of a dynamic digital bank, we would love to hear from you.

The role is based in New York City. There can be occasional travels for team offsites of vendors’ visits and meetings. Comun offers unlimited holidays, equity, and many other benefits!

What you’ll do:

As a crucial member of our early-stage startup team, you'll have the unique chance to shape and establish numerous fraud operational processes. This role offers ample room for growth and encourages a proactive approach, giving you the chance to take ownership and oversee various functions. Your drive and ambition will be key to unlocking exciting opportunities within Comun. Some of the areas you’ll be working on include:

• Fraud and Dispute Operations: Supervise a team of fraud and dispute investigators and work on the day-to-day operations of our KYC process, transaction monitoring process, fraud reporting, and dispute investigations amongst other things
• Vendor Management: Work with BPOs to ensure proper training, quality monitoring and fraud agent sizing and projection
• Data Analysis: Track key fraud and dispute KPIs to optimize performance
• Documentation and process design: Maintain and update our internal processes documents, develop training materials, articles, videos, macros, and chatbot optimizations
• Continuous improvement: Suggest and work on process improvement projects as it pertains to our fraud and disputes operations

You are:

• Thrilled to work in a fast-paced, growing tech startup.
• Analytical and data driven
• Excellent at communicating in English & Spanish verbally and in writing
• Great at prioritizing between tasks and assignments and a self-starter
• Diligent about detail in your responses to customers and communications with the team
• Able to solve or find solutions to any issue that might come up. This includes creating processes from scratch, escalating issues to corresponding teams and being diligent to follow through until a solution is found.
• Learn from past issues to optimize current and future resolutions
• A quick learner of new tools, who knows how to look at and analyze data combined from multiple sources