Fraud Review Team Lead Edinburgh

hace 2 días

Madrid, Madrid, España Trainline Plc A tiempo completo
Fraud Review Team Lead Job Description

We are champions of rail, driven to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Our goal is to create a world where travel is as simple, seamless, and affordable as it should be. We're a FTSE 250 company, powered by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh, Berlin, Madrid, and Brussels.

We're looking for a Fraud Review Team Lead to play a key role in fraud prevention, managing the Fraud Review and Chargeback Administration teams. This role requires an average of 3 days a week in our Edinburgh Office (2 days a week from home).

Key Responsibilities:
  • Supervise the Fraud Review & Chargeback Team: Provide guidance, set goals, and manage the day-to-day operations of the Fraud Review Agents & Chargeback Agents both in office and remotely.
  • Mentor and develop team members: Ensure the team has the necessary skills and knowledge, offering training and guidance where knowledge gaps are identified.
  • Performance management: Conduct performance reviews, provide feedback, and address issues within the team.
  • Monitor fraud trends: Ensure your teams stay updated on the latest fraud trends, groups and emerging threats to ensure accurate fraud rules are in place.
  • Reporting: Create detailed reports on Fraud Review Agent & Chargeback Agent performance, such as agent effectiveness and success rates.
  • Collaboration with other departments: Ensure all fraud prevention efforts align with our front-line teams, ensuring that Knowledge briefs are updated, and customers are managed effectively.
  • Provide insights and updates: Regularly brief senior management on team issues, fraud trends, and high-risk areas.
  • Recruit a high performing team: Work with Senior Manager to run recruitment campaigns and conduct interviews of both internal and external applicants.

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