Programme Manager – Fraud Escalations

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview: 

We are looking for a proactive, detail-oriented, and customer-focused programme manager for fraud escalations to join our Support team. In this role, you will be responsible for investigating, resolving and preventing customer-reported fraud cases. Your role is crucial in ensuring a secure and trustworthy environment for our customers while maintaining a positive customer experience. You will work closely with both customers and internal development teams to detect and address fraud-related issues, identify fraud patterns, and implement strategies to mitigate potential risks. Your contributions are essential to maintaining customer trust and ensuring the integrity of our products and services.

Responsibilities:

Fraud Investigation and Prevention:

• Develop a deep understanding of Onfido products and customer behaviour to serve as a fraud expert and escalation point.
• Oversee the resolution of fraud escalation tickets reported by customers through the Customer Support process.
• Conduct thorough investigations of reported fraud cases, ensuring timely resolution and customer satisfaction.
• Recommend and implement measures to prevent future fraud escalations.
• Work with existing customer and prospects to ensure all fraud solutioning work is timely delivered
• Run proactive analytics on False positive and False negative trends across geos and overall, at the company level
• Manage critical projects on fraud investigations and deliver it to both internal and external stakeholders

Communication and Customer Support:

• Interact directly with customers to gather information and provide updates on the progress of their fraud escalations.
• Offer empathetic and clear explanations to customers regarding fraud prevention measures and the resolution process.
• Keep internal stakeholders and executive management abreast of critical customer issues through regular communications.
• Support workshops with customers on fraud prevention strategies, including recommendations on product adoption and upgrades.
• Analyze fraud trends across customers, regions, and document types to provide valuable insights to clients, Customer Success Managers (CSMs), and account teams.

Fraud Monitoring and Alerting:

• Implement proactive fraud monitoring strategies to identify emerging fraud trends and threats.
• Take prompt actions in response to fraud alerts and indicators.

Reporting and Strategic Feedback:

• Generate detailed reports on customer-reported fraud cases and their resolutions, offering feedback to enhance fraud prevention strategies.
• Collaborate with cross-functional teams to design and implement effective fraud prevention and detection strategies
• Leverage your expertise to influence discussions and changes in how fraud is measured and reported to clients

Qualifications:

Basic Qualifications:

• Bachelor’s degree
• 10+ years of experience in fraud detection, prevention, or investigation within financial services, identity verification, or a related industry.
• Excellent communication and customer interaction skills, with experience in resolving customer escalations.
• Strong analytical skills with the ability to derive insights from data.
• Able to present insights and technical concepts to both technical and non-technical stakeholders
• Structured approach to work and ability to meet tight deadlines.
• Project management / Escalation management experience in a similar industry vertical
• Self-driven with a growth mindset and a proactive attitude.
• Collaborative approach, comfortable working cross-functionally.
• Quick learner with a strong desire for continuous learning and development.

Working Hours Requirement for India: This role requires the candidate to work within European standard working hours (typically 9:00 AM – 6:00 PM CET). As this position is based in India, you will need to adjust your schedule to align with this time zone.

Preferred Qualifications:

• Experience working with machine learning models for fraud detection
• Advanced understanding of digital identity verification techniques
• Ability to provide expert guidance on balancing fraud prevention with other business objectives
• Strong project management skills, including timeline management and effective stakeholder communication

About Entrust:

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube

Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.

NO AGENCIES, NO RELOCATION

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

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