Fraud Supervisor

swan.io; Paris; On-site; EUR 100,000 - 130,000; Full time

Job summary

Swan, Europe’s embedded banking specialist, seeks a Fraud Team Supervisor to lead a dedicated team supporting account holders impacted by fraud. You will build an empathetic, scalable approach to suffered-fraud cases, aligning with legal and payment partners while ensuring clear, timely communications.

Your role combines hands-on fraud expertise with people management and operation governance, driving high performance and customer protection in a fast-paced environment.

Qualifications

• Hands-on victim-fraud expertise with operational discipline, empathy and coaching
• Experience leading teams in fraud operations or payments risk
• Ability to design scalable processes and influence cross-functional partners

Responsibilities

• Lead and develop the fraud team, set goals and coaching plans
• Oversee end-to-end suffered-fraud case management from report to closure
• Govern reimbursement decisions with clear policies and escalation when needed
• Set standards for calm, empathetic communication with victims and partners

Skills

People management

Fraud experience

Operational governance

Communication

Coaching

Job description

About

Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca.

Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Our mission

Banking belongs in business software

Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

To learn more about us: About Swan ; Career.

Job description

As Fraud Team Supervisor, you will lead Swan’s operations dedicated to supporting account holders who are victims of fraud. You will build a reliable, empathetic and scalable approach to suffered-fraud cases, bringing together strong people management, sound operational judgement and clear end-to-end ownership.

Your team’s scope covers suffered card fraud and SCT/SEPA-transfer fraud, including account takeover and scams where customers are deceived into sending funds. This role does not own AML investigations or fraud committed by Swan account holders. You will work with the relevant specialist teams when those issues arise, without taking over their remit.

Your mission

This role has 3 primary functions:

1. Lead and develop the team: Coach specialists and supervisors, build expertise and create a high-performing, supportive team culture.

2. Own suffered-fraud case delivery: Ensure cases progress from first report to closure, with fast protective action, complete evidence, appropriate recovery attempts and clear communication.

3. Build a scalable operating model: Improve processes, capacity planning, controls and tooling, and turn case insights into actionable prevention feedback.

The ideal candidate combines hands-on victim-fraud expertise with operational discipline, empathy and a genuine commitment to coaching.

Main tasks

• People management and team development

  • Set clear goals and responsibilities; run regular 1:1s, coaching and development plans.

  • Build investigation, communication and decision-making capabilities through onboarding, training and quality feedback.

  • Foster a collaborative, accountable culture and support team resilience when handling distressed customers and high-pressure cases.

• End-to-end suffered-fraud case management

  • Establish consistent intake, triage and prioritisation across card and transfer fraud, with a named owner and next action for each case.

  • Ensure immediate account/card protection and timely recall or chargeback actions are initiated or coordinated through authorised teams and approved procedures.

  • Oversee investigation quality, evidence collection, case chronology, follow-up and closure; prevent cases from falling between teams.

• Reimbursement and decision governance

  • Ensure decisions are evidence-based, documented and consistent with approved policies, applicable obligations and delegated authority.

  • Distinguish reimbursement obligations from discretionary goodwill; elevate complex, high-exposure or legally uncertain cases to the appropriate approvers.

  • Maintain traceable approval and execution workflows with Legal, Regulatory, Finance and payment specialists.

• Victim and partner communication

  • Set standards for calm, empathetic and fact-based communication, clear next steps and reliable updates.

  • Coordinate sensitive escalations with Customer