Senior Risk Management Representative
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
**This role is hybrid and will require 2-3 days in the office per week. Must be able to work some holidays.
Come join the Intuit Risk Operations team as a Risk Operations Customer Contact Center Team Lead! This team operates on the front lines answering calls, providing exceptional customer service to customers impacted by a risk action. The team is responsible for using extensive research, analysis, and customer empathy to set appropriate guardrails and drive decisions that significantly impact both our customers and Intuit.
We are seeking a highly skilled and engaged individual with a passion for taking ownership and resolving issues on the first contact. Utilizing strong decision making and customer service skills along with training and coaching others.
Responsibilities
- Applies defined procedures to independently investigate, analyze, and resolve the most complex risk cases across all phases of the customer lifecycle. This includes but is not limited to Underwriting, Transaction Risk, Collections, Chargebacks, and Compliance.
- Responsible for the daily allocation of the team’s case work to ensure all SLAs are met
- Acts as a direct link between employees and management
- Provides training and coaching opportunities to the business unit and and beyond as needed
- Provides empathetic, accurate, and efficient resolutions to the most complex and escalated customers
- Evaluate effectiveness of existing procedures and training materials, and identify and prioritize improvement opportunities
- Proactively reviews dashboards and reports to identify trends and raise any issues to management
- Root causes of defects identified, documented, and resolved through appropriate channels
- Leads small-to-medium sized cross functional projects with a high level of quality and minimal oversight
- Shares best practices and ideas on fraud prevention techniques
- Handles questions or escalations on suspected fraud or financial risk from other business units
- May support manager with conducting interviews
- Partners across the business to improve the customer experience
- Provide feedback on new tool features, product offerings, policy or compliance initiatives
Qualifications
- Experience in risk mitigation (3-5 years preferred) with the ability to identify fraud behaviors and signs of risky financial transactions or accounts
- A minimum of 3 years of proven experience in a customer service position
- Excellent research and investigative skills
- Ability to partner and work seamlessly across the team to effectively document and share problems, opportunities, and solutions
- Excellent communication skills
- Demonstrates continuous process improvement mindset
- Working knowledge of Microsoft Office suite (Word, Excel, PowerPoint) and Google Suite
Related Content
-
-
GED is a weeklong code-a-thon that brings together Intuit technologists from all over the world to innovate and collaborate on projects they’re passionate about.
-
Article
Benefits
We support our employees by offering benefits you need to stay healthy, achieve financial security, and enjoy peace of mind for you and your family.
-
Intuit has built foundational capabilities for collecting, processing and transforming raw data into a connected mesh of high quality data. Those capabilities are enabling our technologists to build personalized experiences, with speed and at scale, to deliver on our mission to power prosperity around the world
-
Article
Hybrid Work
Intuit embraces a hybrid way of working that brings the best of in-person collaboration and connections together with the flexibility of virtual work.
-
For Intuit, turning data into actionable insights is pivotal to our success in delivering awesome experiences to 100 million customers That’s why we’ve developed an internal generative AI powered tool called Query Kickstart to improve speed to insight by accelerating SQL query authoring for our data workers.
-
Intuit is using generative AI to power our internal developer platforms to enable our software engineers and data workers to be more effective and efficient.
-
Intuit’s Expert Network is revolutionizing the way people access financial expertise. We provide flexible career opportunities and schedules to empower experts who want to grow their careers while being present for their families and other personal or professional pursuits.
-
While serving as an assistant manager in the hospitality industry, Fatimah Muhammad learned how to use QuickBooks and rediscovered her talent for working with numbers. By joining Intuit, she’s been able to join the tax field with the help of our free, online tax training courses.
-
Video
Intuit Academy
Start your career as a remote tax preparer or bookkeeper through our Intuit Academy program. The program consists of self-paced online courses, followed by an exam. Upon passing the exam, you will receive a badge that you can easily display to advance your career in the industry.
-
Michael Mills is in his third season with Intuit and his first as a TurboTax Expert. Michael utilizes our flexible schedule options to give himself the time to accomplish his ultimate career goal: Building his own practice that allows him to earn three revenue streams (bookkeeping, tax, and financial advising).
-
Video
DEIB at Intuit
Intuit's Chief DEI Officer, Humera Shahid, on Diversity, Equity, Inclusion, and Belonging
-
At Intuit, mobility plays an important role in the learning and development of our employees. Our teams offer lateral growth opportunities as well so that employees have an opportunity to explore different roles and broaden their skillset.
-
Video
Hybrid Workplace
We’re building the workforce and workplace of the future by investing in our sites around the world. We're developing a high-performing and diverse workforce, and embracing hybrid work to support collaboration and connection, regardless of where we work.
-
-
-
-
-
Blog
Internal Mobility
Internal Mobility Can Enhance Skill Development
Jobs For You
You haven't viewed any jobs yet. Start exploring now to find the perfect opportunity for you!
View all of our available opportunitiesYou haven't saved any jobs yet. Start exploring now to find the perfect opportunity for you!
View all of our available opportunitiesSign Up for Job Alerts
Be the first to find out about open jobs that fit what you're looking for.