Operations Lead, Fraud Investigation Team

at Mission Lane

United States, Remote

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind?

We’re seeking an inspirational people manager with expertise in fraud operations and a passion for fostering team engagement to join our Fraud Investigation Team (FIT) as an Operations Lead.

This is a unique opportunity to make an impact at a company on the verge of becoming the household name in consumer credit for the 50% of Americans who are not served by traditional financial institutions.

The Impact You’ll Make in this Role:

You’ll drive forward our mission of enabling financial progress by empowering your team to protect cardholders and Mission Lane from fraudulent activity. Your leadership will inspire team engagement, optimize performance, and drive efficiency.

You’ll lead a dynamic team of ~15 Fraud Investigation associates, delivering exceptional customer experiences while meeting internal goals and regulatory obligations. Through coaching, collaboration and efficient time management, you’ll play a pivotal role in driving success across the FIT team.

As Operations Lead, Fraud Investigations Team, you wil:

Coach for Growth: Provide continuous feedback, conduct performance reviews, and support team members' development, helping them excel in their roles and prepare for future opportunities.
Foster Engagement: Create a culture of trust, collaboration, and accountability by promoting open communication, recognizing achievements, and supporting individual and team well-being.
Monitor and Optimize Performance: Analyze team and individual data to identify improvement areas, coaching team members to drive efficiency and achieve goals.
Improve Processes: Lead local initiatives, identify opportunities for process enhancement, and contribute to cross-functional projects that enhance the customer experience.
Communicate Effectively: Keep the team informed of company updates, priorities, and changes, while managing schedules, time-off requests, and project updates seamlessly.
Be Present and Supportive: Act as a resource for escalations, assist with complex cases, and provide guidance whenever team members require additional support.

You’ll thrive in this role if you have:

1+ years of supervisory experience in Fraud Operations, in the credit or banking industry.
Solid understanding of fraud detection and investigation practices in a frontline setting.
Strong leadership and coaching skills, with a proven ability to inspire and influence others.
Excellent communication skills, including written, verbal, and listening abilities.
Advanced problem-solving, prioritization, and time management skills to navigate a fast-paced environment.
Ability to collaborate with cross-functional teams and ensure alignment with policies, goals, and objectives.

Compensation

Annual full-time base salary range: $59,000 - $65,000

Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role. Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes unlimited paid time off, 401(k) match, a monthly wellness stipend, health/ dental/ vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-friendly work environment.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Our commitment to a workplace built on respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member.

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting peopleexperience@missionlane.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Application Integrity:

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete.

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.