Team Leader (Deposit Fraud)

Extend Your Team; Campbell (CA); Remote; USD 50,000 - 75,000; Full time

Job summary

A rapidly growing financial technology company in Campbell, CA, needs a detail-oriented Customer Experience Manager. This role focuses on delivering exceptional service while managing fraud and compliance-related tasks. Candidates should have strong communication skills, experience in banking, and proficiency in relevant software tools.

Qualifications

• Minimum 2 years of experience in a similar role, preferably within a top 25 US depository financial institution.
• Deep knowledge of US banking regulations related to fraud.
• Fluent, clear, and articulate English communication skills.

Responsibilities

• Respond promptly to customer queries via Zendesk and resolve fraud-related issues.
• Document investigative steps and audit junior staff.
• Collaborate with other departments on related tasks.

Skills

Communication

Problem Solving

Attention to Detail

Organizational Skills

Education

Bachelor’s degree or equivalent work experience in financial services

Tools

Zendesk

Google Drive

Job description

Our mission is to reduce the cost of capital across the world.

About the Company:

We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team combines expertise from technology giants (Microsoft, Google, Facebook) and finance leaders (Nubank, Goldman Sachs, Square, Carta, SoFi). Our Seed round was led by Max Levchin, and our Series A by Founders Fund, with participation from Sequoia, NYCA, and others.

Our work involves building the world’s first fully autonomous asset-securing process, developing world-class risk models for underwriting, and creating a seamless, efficient product experience for consumers to apply, activate, and manage their credit cards.

We’re seeking detail-oriented, driven, and empathetic customer experience managers eager to work with intelligent, motivated, and passionate colleagues to deliver an exceptional experience to applicants and cardholders alike.

Cultural Values:

• Depth and rigor of thought — we prioritize thorough and detailed thinking.
• Minimalism — we value simplicity in design, code, and processes.
• Speed of execution — we move quickly and believe decisiveness enhances quality.

Responsibilities:

• Respond promptly and effectively to customer queries via Zendesk or other support tools.
• Identify and resolve fraud and risk issues such as account opening fraud, identity theft, account takeover, check kiting, and money laundering.
• Document investigative steps, conclusions, and remediation actions, including customer compliments and complaints.
• Design and update fraud prevention policies and procedures.
• Audit, coach, and train junior staff members.
• Collaborate with other departments to process related tasks.
• Review customer account opening applications using fraud detection software to ensure compliance with standards.
• Monitor customer experiences across online and offline channels using logs, dashboards, and CRM systems.

Requirements:

Qualifications

• Minimum 2 years of experience in a similar role, preferably within a top 25 US depository financial institution.
• Deep knowledge of US banking regulations related to fraud.
• Proficiency in MS Excel / Google Sheets formulas; basic SQL knowledge is a strong plus.
• Experience in customer-facing roles involving deposit accounts.
• Excellent communication, collaboration, and problem-solving skills, including root-cause analysis.
• High accuracy and speed in written communication.
• Fluent, clear, and articulate English communication skills.
• Strong organizational and time management skills.
• Experience with customer communication tools (Zendesk), task management, Google Drive, and email.
• Attention to detail, especially important in financial services.
• Bachelor’s degree or equivalent work experience in financial services.
• Availability to work US Pacific hours (9 AM to 5 PM) with a 1-hour break.
• Must currently reside in the Philippines.

Location: HQ in Campbell, CA (San Francisco Bay Area). Remote options available in the US (rest of the US) and Philippines.