Job description
ABOUT THE ROLE
As a Fraud Operations Manager at Happy Money, you’ll lead the team responsible for detecting, investigating, and managing fraud-related risks while ensuring an exceptional member experience. In this role, you will not only oversee daily fraud operations but also manage and grow our partnerships with external BPO (business process outsourcing) teams to scale fraud defense effectively and efficiently. You will be a key contributor to how we operationalize our fraud strategy, protect our members and lending partners, and position Happy Money for future growth.
RESPONSIBILITIES
- Lead the Fraud Operations team, including internal fraud review analysts and external BPO partners.
- Develop and manage the relationship with BPO teams, ensuring strong performance, alignment to strategy, and continuous process improvements.
- Manage day-to-day fraud detection, investigation, and resolution activities across internal and external teams.
- Oversee and continuously refine processes for fraud complaints, disputes, and customer escalations.
- Manage BSA/AML processes including SAR/STM filings and regulatory compliance monitoring.
- Handle law enforcement inquiries and ensure accurate, timely reporting.
- Maintain and enforce SLAs for fraud review and resolution internally and with BPO teams.
- Collaborate closely with Risk, Product, and Engineering to operationalize fraud strategies and evaluate, implement, and optimize fraud mitigation tools and processes.
- Define and manage policies and procedures for the review of fraudulent applications and fraud investigations.
- Ensure compliance with applicable fraud, BSA/AML, and financial crime regulations.
- Implement and own the incident response playbook for handling fraud attacks.
- Monitor and report on key fraud metrics, including true fraud rates, false positive rates, and BPO performance metrics.
- Manage external partner and vendor reporting for fraud-related matters.
ABOUT YOU
- 5+ years of experience in fraud operations, BSA/AML compliance, or fraud risk management, preferably within fintech, financial services, or lending.
- 2+ years of people leadership experience, including direct oversight of external BPO or outsourced operational teams.
- Experience managing vendor/BPO relationships, including defining success criteria, monitoring performance, and driving continuous improvement.
- Strong understanding of fraud trends, detection tools, and financial crime compliance.
- Experience with incident response processes, SAR/STM filings, and law enforcement communications.
- Analytical mindset with experience using data to drive operational decisions and performance improvements.
- Excellent cross-functional collaboration skills — comfortable working with Product, Engineering, Legal, and Compliance teams.
- Ability to thrive in a fast-paced, high-growth, and mission-driven environment.
BONUS POINTS FOR
- ACAMS, CFE, or other relevant fraud related certifications.
- Experience with case management platforms such as Oscilar and LoanPro as well as fraud detection tools such as TLO/LexisNexis, telesign, and others.
- Prior experience at a high-growth fintech or startup environment.
BENEFITS & PERKS
- Medical, dental, and vision insurance options covered at 100% for you & family
- 401k Plan with a matching contribution
- Generous PTO
- Monthly Health and Wellness Days
- 12 Weeks Paid Family Leave
- Company-paid short & long term disability and life insurance
- Happy Money is a 100% fully distributed workforce
$100,000 - $120,000 a year
Happy Money is committed to a diverse and inclusive workplace. Happy Money is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please email [email protected].
