Head of Fraud & Disputes Operations

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

We’re looking for an experienced Head of Fraud & Disputes Operations who will lead a team of approximately 75 team members who focus on protecting Varo’s customers and community from fraud, while at the same time delivering a superior customer experience.  The functional areas reporting to this position include new account applications, disputes, fraud operations, and mobile deposit processing.  This role will report directly to the Chief Operations Leader (COL) and will be a member of the Operations Leadership Team.

What you'll be doing

• Lead the following functions to perform their roles in a way that delivers an outstanding customer experience, in a highly efficient and cost-effective manner, while ensuring compliance with regulation and strong operational controls
• Disputes and chargebacks
• Deciding on new account applications that require additional review
• Processing and decision mobile check deposits
• Resolution of situations where fraud is suspected on an account
• Focus on quality assurance and operational controls
• Leadership and career development of high performing teams
• Identification and execution of ideas to improve service quality and reduce costs
• Budgeting and forecasting
• Manage external partner relationships related to these functions, including Business Process Outsourcing vendor(s)

You’ll bring the following required skills and experiences

• A BA/BS degree required or equivalent work experience.  Preferred Masters in Business Administration (MBA) degree.
• At least 15 years experience leading teams in fraud operations at consumer financial services or fintech firms, including:
• Prevention of a wide range of consumer financial fraud typologies, with extensive experience with fraud, attempted using digital and mobile channels and devices
• Management of disputes process including fraud and merchant disputes
• Both deposit and credit products, including debit and credit cards, checking accounts, ACH/money transfers, mobile check deposits, etc.
• Compliance with relevant regulations, e.g., Reg E, Reg CC.  Ability to execute strong Quality Assurance and other critical first-line controls
• Successful execution of cost control and efficiency initiatives
• Leadership and mentorship of large teams
• Knowledge of the digital payments ecosystem, including digital wallets and P2P services
• Knowledge and experience collaborating with leading fraud prevention service providers
• Management of one or more external Business Processing Outsourcing vendor(s)
• A high degree of curiosity, especially about digital payments, fintech, and the use of technology to prevent fraud and enable superior customer experiences
• Comfortable in high growth, fast-changing environment
• Track record of continuous improvement
• Passion for and commitment to customer service
• Highly collaborative working style - able to partner within a team with diverse views and perspectives

We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you.

About Varo

Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all digital, mission-driven, FDIC-insured, and designed around the modern American consumer. 

As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.

We are growing quickly in our hub locations of San Francisco, Salt Lake City, and Charlotte along with colleagues located across the country. We have been recognized among Fast Company’s Most Innovative Companies, Forbes’ Fintech 50, and earned the No. 7 spot on Inc. 5000’s list of fastest-growing companies across the country.

Varo. A bank for all of us.

Our Core Values

- Customers First

- Take Ownership

- Respect

- Stay Curious

- Make it Better

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:

Facebook - https://www.facebook.com/varomoney

Instagram - www.instagram.com/varobank

LinkedIn - https://www.linkedin.com/company/varobank

Twitter - https://twitter.com/varobank

Engineering Blog - https://medium.com/engineering-varo

SoundCloud - https://soundcloud.com/varobank

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 careers@varomoney.com with the pertinent information and contact information.

CCPA Notice at Collection for California Employees and Applicants: https://varomoney.box.com/s/ylg3yvjgdtqollctztvhujaa30z5ofi6