CX Supervisor

at  Comun

ABOUT COMUN

At Comun we’re building financial services to help Hispanic immigrants turn their hard work into upwards mobility.
Since launching our own bank infra last November, we’ve 20x’d revenue, crossed $600M in annual payments volume, and are seeing CAC paybacks of 6 months. We currently offer banking and remittances solutions, and will launch more products this year.
We believe immigrants are the ultimate entrepreneurs, carrying a relentless work ethic in search of a better future for their families. Comun exists to serve them throughout their journey.

ABOUT THE ROLE:

We are seeking a highly motivated and detail-oriented Fraud Supervisor to join our team at Comun. As a Fraud Supervisor, you will play a crucial role in building and supervising our fraud processes, overseeing a small team of fraud agents. These include KYC (Know Your Customer) checks and processes, transaction monitoring, fraud reporting and disputes handling. Additionally, you will be responsible for helping on operational tasks, including suggesting processes for improvement such as automation initiatives, and collaborating with members of the Comun team, including the compliance officer, engineers and customer support teams. You will also work directly with external vendors who help Comun with fraud reviews and processes. If you are passionate about financial inclusion, optimizing operations, customer centricity and contributing to the growth of a dynamic digital bank, we would love to hear from you.
The role is based in New York City. There can be occasional travels for team offsites of vendors’ visits and meetings. Comun offers unlimited holidays, equity, and many other benefits!

WHAT YOU’LL DO:

As a crucial member of our early-stage startup team, you’ll have the unique chance to shape and establish numerous fraud operational processes. This role offers ample room for growth and encourages a proactive approach, giving you the chance to take ownership and oversee various functions. Your drive and ambition will be key to unlocking exciting opportunities within Comun. Some of the areas you’ll be working on include:

• Fraud Operations: Supervise a team of fraud and dispute investigators and work on the day-to-day operations of our KYC process, transaction monitoring process, fraud reporting, and dispute investigations amongst other things
• Vendor Management: Work with BPOs to ensure proper training, quality monitoring and fraud agent sizing and projection
• Data Analysis: Track key fraud and dispute KPIs to optimize performance
• Documentation: Maintain and update our internal processes documents, develop training materials, articles, videos, macros, and chatbot optimizations
• Continuous improvement: Suggest and work on process improvement projects as it pertains to our fraud and disputes operations