Coach, Fraud Operations

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ABOUT VARO
Varo is an entirely new kind of bank. All digital, mission driven, FDIC insured, and designed for the way our customers live their lives.

We're on a mission to bring financial inclusion and opportunity to all hard-working Americans. Through our mobile app, we offer premium bank accounts that have no minimum balance requirement or monthly account fees, high-interest savings accounts, short term lending and solutions to help customers stretch their paycheck, build credit and start saving. Our tech-first products are designed to make money work for everyone and help customers and communities build greater financial resiliency.

Varo is distinct from other fintechs: we've made history as the first and only consumer fintech to be granted a full national bank charter by the Office of the Comptroller of the Currency (OCC).

Varo Bank represents the evolution of a new generation of banks that are born from innovation and built on technology to empower consumers and businesses.

Our team combines the best of both consumer tech and banking, and we’re wildly passionate about helping our customers. Our teams are based in San Francisco and Salt Lake City. Privately held, we’ve raised over $482M to date, from leading institutional investors and strategic partners including Warburg Pincus, The Rise Fund, Gallatin Point Capital, Harbourvest Partners, Progressive Insurance, and Russell Westbrook Enterprises.

Varo is entrepreneurial, collaborative, enthusiastic, customer-oriented, fast-paced, and multicultural.  This is an open and relatively flat organization that puts an emphasis on collaboration, sharing ideas and information. For a relatively early stage company, Varo is grounded in a strong set of values and takes pride in the diversity of its employees and board. 

Varo. A bank for all of us.

ABOUT THE FRAUD OPERATIONS TEAM 

Varo is here to change the banking industry.  We work hard to create the best personal banking experience possible.  We’re responsible for building a lasting relationship with our customers; they know we care about helping them grow! We’re accountable for all service channels that we use to communicate, respond, and interact with customers.  This includes digital, voice, and social media servicing. We support all of Varo’s banking features such as personal accounts, savings accounts, account aggregation, lending products, and many more to follow.  

WORK WE'VE DONE AND WHERE WE'RE GOING 

We’re designing a best in class servicing strategy that fits the lifestyle of our target customers.  Come and help us bring that strategy to life! We’re currently a small group; you’ll have the opportunity to learn, design, and build something amazing.  We need people who are excited to solve problems and build the bank of the future!

ABOUT THE FRAUD OPERATIONS COACH ROLE 
 
If you love Developing and Coaching others while working on challenging complex issues, this role may be for you.

WHAT YOU'LL DO

  • This role requires overseeing day-to-day operations within the Fraud Operations Team, providing direct feedback to staff.
  • You will also be responsible for Quality Control Audits, to ensure your team is in compliance with regulations and department procedures. 
  • You will also be responsible for building a new Training Curriculum for newly hired employees, and setting those employees up for success.
  • You will be responsible for handling escalated customer issues, and work side by side with agents to resolve complex issues or complaints. 
  • Aids in developing, coordinating, and enforcing, policies, procedures, and productivity standards.
  • Provide exceptional customer service for Varo’s customers across our different financial products, primarily providing customer support via email, but will require secondary support via phone.
  • Drive improved performance on established Fraud KPI’s supporting achieving desired function objectives.
  • Will support Quality reviews for the Fraud Operations team including other support functions.
  • Support customer technical issues, facilitating the process from initial contact through troubleshooting, issue resolution, and customer follow up.
  • Holds limited approval authority in making business decisions related to Fraud Operations financial decisions.
  • Responsible for managing Fraud alert workload and working with the Fraud Operations Team Leader to fairly distribute work and provide training, coaching, and feedback surrounding timely and proper feedback to employees.
  • Provides superior customer service to both internal as well as external customers.
  • Respond to escalated customer complaints from the BBB, FDIC, or other regulatory agencies, or highly escalated customer situations
  • Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
  • Performs other duties as assigned.

    • EXPERIENCE THAT WILL HELP YOU BE GREAT

  • Minimum of 1 to 2 years experience in a Fraud Operations Function
  • Experience giving feedback to team members
  • Coaching and developing team members
  • Desire to fostering teamwork and healthy team environment
  • Supervision of fellow Fraud Analysts
  • Ability to assist in staffing to meet our SLA's
  • Business knowledge and subject matter expertise related to Fraud Trends/Prevention
  • A high passion and commitment around providing best in class customer service and satisfaction. 
  • Exhibits an exceptional degree of ingenuity, creativity and resourcefulness in decision making and independent problem-solving
  • Experience in financial services is strongly preferred
  • Must be flexible, adaptable, and comfortable working in a fast-paced startup environment
  • Must possess high motivation, enthusiasm and dedication to deliver results within strict timeframes
  • Advanced writing skills with experience in creating operating policies & procedure documents.
  • Interviewing experience with recognized certifications from leading industry organizations. [W/Z, CFI, CFI]
  • Experience in the evaluation, analysis and optimization of operational processes
  • High school diploma, GED, or B.A. or B.S. Degree or qualification in a relevant business discipline highly desired

    • OTHER NICE TO HAVES:

  • Deep analytical skills, including experience with applications; SQL, Tableau, Looker, Python, Google Sheets, advanced linking tools such as Maltego & I2 with an ability to break down and format large data sets.
  • QA build out or scoring/analysis of quality work. 
  • Advanced writing skills with experience in creating operating policies & procedure documents. 
    • CULTURAL ALIGNMENT
    Varo is entrepreneurial, collaborative, enthusiastic, customer-oriented, fast-paced, and multicultural.  This is an open and relatively flat organization that puts an emphasis on collaboration, sharing ideas and information. For a relatively early stage company, Varo is grounded in a strong set of values and takes pride in the diversity of its employees. 

    OUR CORE VALUES
    Customers First: Understand the problems our customers are trying to solve. Respond with a sense of urgency. Build relationships that result in loyalty. Be data and insights-driven. Test everything. Achieve results through strong execution. Build a product people love.  Assess new initiatives with the customers’ interest in mind. Act with empathy. 

    Take Ownership: Bias towards action. Have high standards. Be accountable for the results of your work, our product, our company. Trust others to own it.

    Respect: Treat others how you want to be treated. Listen first before being heard. Speak the truth even when it's not easy. Assume best intentions. Bring your full self to work.

    Stay Curious: Ask why. Dare to make things better. Learn something new each day (even from mistakes). Be open to growth. Develop creative solutions.

    Make it Better: Think big. Set high goals. Work towards long term value rather than short term wins. Create change. Be resilient.


    Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

    Learn more about Varo by following us:

    Beware of fraudulent job postings!
    Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo.  If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.