Fraud Recovery Investigations Team Lead

Job Family:

Travel Required:

Clearance Required:

What You Will Do:

• Oversee the daily operations of a team of 10+ Fraud Recovery Analysts, ensuring that all team members are meeting performance and productivity goals.

• Conduct quality assurance reviews of fraud recovery cases handled by analysts to ensure accuracy, completeness, and adherence to established procedures.

• Gathering, organizing, and analyzing data as it pertains to case development through the use of analytical tracking and data management tools. 

• Place appropriate holds on accounts deemed to have fraudulent activity. Track and document actions taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements.

• Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and/or documentation to support a decision on whether fraudulent activity has occurred.

• Provide coaching and feedback to Fraud Recovery Analysts and Associates based on quality assurance findings to improve overall performance and accuracy.

• Build and implement training including job aids and oversight mechanisms to ensure consistent and high-quality performance across all project resources.

• Manage queue assignments, case aging, and overall queue health to ensure timely and efficient processing of cases.

What You Will Need:

• Highschool Diploma or GED

• 5+ years of experience in financial services or related industries

• 1+ years of people management experience with a proven track record of strong leadership skills or relatable experience

• Experience with and comfortable in leading and developing a team.

• Strong leadership and time management skills

• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner

• Detailed-oriented and organized.

• Skilled at monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity

• Strong understanding of bank operations including but not limited to navigating banking systems, understanding, and interpreting customer transactions

• Strong understanding of the customer service experience

• Ability to research and make appropriate decisions regarding complex cases

• Ability to work some rotating holidays

• The ability to work in a production driven environment

• Effective oral and written communication skills

• Strong proficiency in Microsoft Excel and other Microsoft Suite Products

• Ability to quickly learn and adapt to new policies, procedures, and vendor systems

• Ability to deliver clear, constructive feedback, driving both individual and team performance

• Ability to work full time in-office in Richardson, TX

• US Citizenship or Green Card Holder required

What Would Be Nice To Have:

• Bachelor's degree preferred

• Knowledge of Suspicious Activity Reports (SARs) reporting thresholds

• Experience drafting and filing Suspicious Activity Reports (SARs)

• CAMS, CFE certification

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com.  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.