Team Lead, Fraud Operations
About The Position
SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry. And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening financial institutions. This is a hybrid position based out of our Des Moines, IA office. SHAZAM is looking for a Team Lead, Fraud Operations to join our team. You will be responsible for supporting daily fraud‑related activities and ensuring a smooth, end‑to‑end customer experience. This role develops and maintains training materials, quality standards, and service level requirements while continually improving departmental processes. Serving as a key escalation resource, the Team Lead provides guidance to fraud specialists, collaborates with internal teams and financial institutions, and offers subject‑matter expertise to support corporate initiatives.
Requirements
- Minimum of 2 years’ experience in the fraud industry and 3 years of leadership experience.
- Proficient in Microsoft Office Suite, including Teams.
- Ability to communicate via the telephone, in person, and through correspondence with customers, other employees, and vendors regarding company products and services.
Nice To Haves
- Banking experience is preferred, particularly in roles involving customer service, client support, or frontline operations.
Responsibilities
- Provide guidance and hands‑on support to fraud specialists across all levels.
- Assist in directing daily activities, enforcing procedures, and ensuring high‑quality case work and call handling.
- Serve as a subject matter expert by proactively sharing knowledge, leading department initiatives, contributing to enterprise projects, and representing the department in cross‑functional teams and with third‑party vendors.
- Perform complex fraud analysis, assess emerging threats, identify trends, and recommend effective fraud‑mitigation strategies to protect clients and reduce risk across the payment ecosystem.
- Support workflow management by providing direct assistance with assignments, reviewing and updating procedures, and ensuring consistent adherence to fraud‑operations expectations.
- Participate in on‑call rotations when necessary to resolve issues impacting customers or internal operations.
Benefits
- A mission-driven company with a strong sense of purpose
- A hybrid work environment that values flexibility and collaboration
- Opportunities for professional development and career growth
- A culture that values innovation, integrity, and community impact
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Flexible spending and health savings accounts
- Life insurance and short- and long-term disability provided at no cost
- Time away from work – PTO, VTO, paid parental leave, and company holidays
- Educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
