CoinFlip is hiring a

Web3 Payment Fraud Manager

CoinFlip is a leading fintech company powered by cryptocurrency. The company operates the world's largest network of cryptocurrency ATMs by transaction volume with over 4,500 kiosks across 49 US states, Puerto Rico, Canada, and Australia supporting the buying and selling of major cryptocurrencies with cash. In 2020, CoinFlip launched Order Desk, an over-the-counter service that provides investors with a personal account manager and competitive coin pricing. In 2023, CoinFlip launched a digital platform called Olliv: the easiest way to buy, sell, send, swap, and receive crypto.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 100 on the 2021 and 2022 Inc. 5000 list, and on the 2022 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. For more information about CoinFlip, please visit www.CoinFlip.tech.

We are seeking an experienced and strategic Payment Fraud Manager to lead our team responsible for investigating and resolving credit/debit card fraud cases, disputes, and cryptocurrency/token-related transactions. In this role, you will build and oversee a team of Payment Fraud Analysts, ensuring the effective detection, prevention, and resolution of payment fraud while maintaining a seamless customer experience. You will collaborate with cross-functional stakeholders, drive payment fraud prevention strategies, and provide expertise in payment processors, credit/debit card fraud, and non-fraud payment dispute resolution.

Responsibilities:

• Build, lead and manage a team of Payment Fraud Analysts, providing guidance, support, and mentorship to ensure high-quality performance and achievement of departmental goals.
• Develop and implement payment fraud prevention strategies, policies, and procedures to mitigate risks associated with credit/debit card fraud and cryptocurrency/token-related transactions.
• Oversee the investigation and analysis of credit/debit card fraud cases, disputes, and cryptocurrency transactions to identify fraudulent activities, patterns, and trends.
• Collaborate with cross-functional teams including Customer Support, Compliance, Legal, Product, Payment Vendors, and potentially customer outreach to gather insights, coordinate efforts, and optimize fraud prevention and resolution processes.
• Build and maintain strong relationships with payment processors and vendors, ensuring effective utilization of fraud prevention tools, technologies, and collaboration for continuous improvement.
• Stay up-to-date with the latest payment fraud prevention techniques, emerging trends, and industry developments, providing recommendations for enhancing fraud prevention strategies and tools.
• Liaise with Compliance and Legal teams to ensure adherence to regulatory requirements and best practices in payment fraud prevention and customer dispute resolution.
• Analyze payment fraud-related data, metrics, and reports to identify areas for improvement, track performance, and provide regular updates to senior management.
• Collaborate with internal stakeholders to provide training and educational programs on fraud prevention, detection, and resolution to enhance awareness and knowledge across the organization.
• Develop and maintain relationships with external industry partners, law enforcement agencies, and professional networks to stay informed about new fraud techniques, threats, and collaborative opportunities.
• Drive a culture of payment fraud awareness, ethics, and compliance within the team and across the organization.
• Participate in strategic planning, budgeting, and resource allocation related to fraud prevention initiatives.
• Handle escalated payment fraud cases, disputes, and complex situations, ensuring timely and effective resolution while maintaining customer satisfaction.
• Conduct performance evaluations, provide feedback, and identify opportunities for professional growth and development for team members.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• 4-6 years of experience in payment fraud prevention, investigation, and resolution, specifically focused on credit/debit card fraud and cryptocurrency-related fraud.
• Strong leadership and managerial skills, with the ability to motivate and inspire a team while fostering a collaborative and inclusive work environment.
• In-depth knowledge of payment processors, credit/debit card fraud prevention tools, and industry best practices.
• Familiarity with cryptocurrency transactions and associated fraud risks.
• Strong analytical and problem-solving skills with the ability to investigate and analyze complex fraud cases, payment data, and metrics.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams, senior management, and external stakeholders.
• Familiarity with relevant regulations, compliance requirements, and industry standards in the payment industry.
• Experience in driving payment fraud prevention strategies, developing policies, and implementing payment fraud prevention technologies.
• Ability to adapt to changing payment fraud trends, technologies, and industry dynamics.
• Proficiency in using fraud detection and prevention tools, as well as data analysis software.
• Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines.

Nice To Have:

• Basic knowledge of cryptocurrency and blockchains
• General passion and knowledge of fintech and crypto

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.