Risk Processes Lead

About ONE

ONE's mission is simple — financial progress. We’re doing this by creating simple solutions to help our customers save, spend, and grow their money — all in one place.

The U.S. consumer today deserves better. Millions of Americans today can’t access credit, build savings or wealth, and are left to manage their financial lives through multiple disconnected apps. Almost a quarter of U.S. adults are unbanked or underbanked and roughly 80% of fintech users rely on multiple accounts to manage their finances.

What makes us unique? We are backed by a preeminent fintech investor (Ribbit) and the world’s largest retailer (Walmart), maintain the speed and independence of a startup, and employ a strong (and growing) collection of world-class talent.

There’s never been a better moment to build a business that helps people achieve financial progress. Come build with us!

The role

As the Risk Operations Lead, your mandate is to provide effective and efficient leadership for operational strategies and processes directly impacting fraud and credit risk management across all ONE products and features. . This role will impact ONE’s vision by ensuring we retain our customer’s trust in protecting their financial assets and provide outstanding support to them that is tailored to their needs. You will work closely with the risk strategy, overall operations, product, service engineering and legal/compliance teams on all operational processes that are driven by or are aligned to any fraud/credit risk areas. This role reports to Head of Risk at One.

This role is responsible for:

• Leading and managing all risk operation areas - initially focusing on fraud and dispute operations with expansive mandate on evolving processes as relevant with new product launches.

• Creating and executing on a risk ops roadmap encompassing people, process and technology that delivers continuous and significant improvement across key operational and CX metrics including opex, AHT, CSAT, QA scores and contact rates

• Partnering with shared operational functions - workforce management, QA, ops rigor, service engineering, vendor management and ops MI - to ensure risk operations is well staffed and equipped to fulfill the servicing demands placed on each area within risk ops

• Establish and adhere to L2 and L3 SLAs related to risk operational queues with a continuous improvement mindset

• Owning and managing general ledgers tied to speciality operations (for ex. dispute, recovery and chargeback GLs) in partnership with bank operations and finance

• Ensuring all regulatory obligations for risk operations are effectively met and there are appropriate controls in place to surface any kind of breach

• Maintaining fraud/dispute/credit loss rates within the financial plan and continuously reducing loss rates over time

• Hiring, training and growing the ONE risks ops team

• Additional duties as they become eminent within a fast moving organization

You bring

• Expert Career (12+ Years)

• An act-like-an-owner mentality. We have a bias toward taking action.

• Deep industry knowledge and subject matter expertise in fraud/dispute/underwriting/collections/credit ops.

• Significant management/leadership experience leading large scale operations teams in speciality operations within the financial services industry.

• Knowledge of networks, general ledgers, core billing systems, and chargeback systems.

• Knowledge of key fraud, disputes and collection strategies needed for running a successful risk program.

• Data/analytical skills - ability to synthesize large amounts of data into meaningful observations/actions .

• Experience across shared operational areas - workforce planning, QA, Ops rigor, offshore vendor management and CSAT/complaints resolution

Pay Transparency

The estimated annual base salary for this position ranges from $250,000 to $275,000. Pay is generally based upon the level, complexity, responsibility, and job duties / requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.

What it’s like working @ ONE

Our teams collaborate remotely and in our work spaces in New York and Sacramento.

• Competitive cash

• Benefits effective on day one

• Early access to a high potential, high growth fintech

• Generous stock option packages in an early-stage startup

• Remote friendly (anywhere in the US) and office friendly - you pick the schedule

• Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave

• 401(k) plan with match

Leveling Philosophy

In order to thoughtfully scale the company and avoid downstream inequities, we’ve adopted a flat titling structure at ONE. Though we may occasionally post a role externally with a prefix such as “Senior” to reflect the external level of the position, we do not use prefixes in titles like that internally unless in a position which manages a team. Internal titles typically include your specific functional responsibility, such as engineering, product management or sales, and often include additional descriptors to ensure clarity of role and placement within our organization (i.e. “Engineer, Platform”, “Sales, Business Development” or “Manager, Talent”). Employees are paid commensurate with their experience and the internal level within ONE.

Inclusion & Belonging

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at [email protected].