Fraud Ops Team Lead
bunq · Amsterdam, Noord-Holland, Netherlands
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About the role
As our Fraud Operations Team Lead, your mission is to lead our first-line defense against fraud. You'll manage and scale our Fraud Operations team to ensure a quick and accurate resolution for all types of fraud threats, protecting our users and their money.
Why this matters:
At bunq, we make life easy. When our users face a potential fraud threat, they trust us to act with speed, empathy, and precision. You will lead the team that stands on the front lines, ensuring every case is handled with care and efficiency, maintaining user trust and security.
Take ownership
Drive operational excellence: lead a high-performing team by setting clear goals, optimizing processes for speed and accuracy, and relentlessly removing blockers.
Own the entire fraud case journey: you'll have end-to-end ownership, from the initial flag and investigation to the final resolution, including all user and third-party communications.
Drive quality & empathy: ensure every investigation is conducted with the highest quality standards and that every user interaction is handled with utmost empathy and care.
You’ll thrive in our environment if this sounds like you:
You have great empathy and high emotional intelligence, allowing you to understand our users' needs and frustrations.
You're a structured thinker who can make decisions independently and confidently.
You're tenacious and relentless. You don't stop until the job is done and our users are happy.
You have a proactive, AI-first mindset and are excited about using technology to make our processes smarter.
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