- As a Payments Risk Supervisor at Coinbase, you will ensure the integrity and security of our payment systems by managing fraud risk, handling escalated cases, and implementing improvements in operational workflows. You will provide timely coaching to team members based on their performance against quality & productivity metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbases operational processes and workflows.
- To perform your duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.
Job duties:
- Lead a team of high performing 15 Payments Risk analysts
- Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
- Achieve SLAs, productivity and quality metrics for your line of business/team members
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Manage and support initiatives aimed at preventing chargebacks, customer appeals and balanced enforcement measures
- Utilize an in-depth understanding of Payments Risk metrics to drive data-backed business decisions
- Ensure compliance with fraud detection guidelines and conduct regular audits
- Leverage data to identify product gaps and operational inefficiencies
- Continuously add value through effective project management, dedicated prioritization and effective execution