Block · 4 hours ago
Appeal Operations Lead
United States
Full-time
Remote
Mid, Senior Level
$97K/yr - $145K/yrBlock is a technology company focused on increasing access to the global economy, and they are seeking an Appeal Operations Lead to oversee the Denylist Appeal function. This role involves leading an internal team, coordinating with BPO partners, and utilizing fraud expertise to enhance operational efficiency while mentoring team members to achieve high performance.
Financial Services
Responsibilities
Expand the investigations framework to support denylist appeal processes and validation
Diagnose problems, recognize emerging fraud and abuse patterns and develop compelling, data-driven recommendations and monitor results
Collaborate with front line team members both internally and with our BPO vendor
Showcase strong time-management skills to maintain or exceed expected daily workloads, lead the team by example
Provide ongoing improvements to investigation approaches and iterative feedback balancing customer experience and protecting the business
Collaborate on and escalate complex cases and new trends within the team, backed by industry knowledge of common financial services fraud vectors and risk controls
Identify, document, and follow-up with team members on product bugs and feature enhancements
Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to increase investigations efficacy
Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our controls
Build and execute on short-term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity
Lead and develop a team of 8-12 individuals
Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures
Recognize and Reward Talent; ensure accountability at all levels within the team roles
Manage individual performance and provide ongoing insight and coaching
Assist with professional development and upstream, preventative, future-proof thinking
Qualification
Required
Prior leadership experience managing a team of high performing fraud analysts, including coaching and development
Previous experience identifying opportunities to update, revise or implement rules and/or controls to mitigate fraud/inauthentic activity
Previous experience building and scaling operational processes
Ability to prepare and present findings to multiple levels within the leadership hierarchy
Show strong ability to conceptualize, develop, and implement process improvements around investigatory workflows and approaches
Demonstrate flexibility to adapt and able to manage multiple assignments while working independently
The ability to answer unstructured business questions and work independently to drive projects and analytical tasks to conclusion
Excellent analytical and problem-solving skills, including root cause analysis / identification
Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations for courses of action
Experience with utilizing visualizations (e.g. Tableau, Looker, Mode) either directly or through leading a team responsible for such visualizations
Experience using statistical approaches to solving business problems
Preferred
Fraud Related Certifications
Prior risk/compliance leadership or risk/compliance mentoring related role
Experience scaling BPO teams
Benefits
Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning
Company
Block
Block is one company built from many blocks, all united by the same purpose of economic empowerment.
Founded in 1990
10001+ employees
H1B Sponsorship
Block has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (257)
2024 (253)
2023 (260)
2022 (297)
Funding
Current Stage
Late StageLeadership Team
Amrita Ahuja
Chief Financial Officer
Lookman Olusanya
CFO, Square
Recent News
Morningstar, Inc.
2024-11-14
Business Journals
2024-04-05
2024-03-08
Company data provided by crunchbase