Validation Support Supervisor
hace 1 semana
**About PayJoy**PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.**This role**The Validation Support Supervisor is responsible for ensuring compliance with global standards regarding the documents of the end customer, although a strong team should coach to shape their behaviors to accomplish desired results and to deliver exceptional customer service.**Key responsibilities**:- Oversee Manual Review staff activities by ensuring compliance with global standards regarding our daily operations and providing staff with performance-based feedback.- Understand current ID characteristics to ensure compliance with KYC for each region/state.- Build weekly and monthly reports on key metrics of the team (approval rates, accuracy, marked as fraud, SLAs). Weekly and monthly report building, solid analysis and sampling.- Accurately detect fraud vectors and ensure to report them immediately.- Assist customer experience staff with duties when required- Investigate and solve any operational inconsistencies- Document pertaining to customer service department activities.**Qualifications**:- College in related areas such as Business Administration, Communications or similar.- 2-3 years' experience managing customer service or support teams, preferably in mobile, consumer electronics, or financial products.- Knowledge of software for customer relationship management (CRM) manage customer interactions (Zendesk, Talkdesk, Salesforce, etc.), track issues and analyze data (Excel and Google Sheets, Power BI or any other desirable) and training and quality platforms.- Ability to effectively lead and motivate a team, with demonstrated experience supervising internal customer service representatives or BPO.- Ability of high level of accuracy, and are meticulous and organized.- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.- Life insurance.- Phone finance, Headphone, home office equipment and fitness perks.- 30 days of Christmas bonus- 20 days paid Vacation- 50% Vacation premium- 13% Saving funds- $2,000 MXN monthly grocery coupons- $2,000 MXN monthly restaurant coupons- $2,000 USD annual Co-working Travel perk- $2,000 USD annual Professional Development perkPayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.**PayJoy Principles**Finance for the next billion- Ownership- Break Through Walls- Live Communication- Transparency & Directness- Focus on Scale- Work-Life Balance- Embrace Diversity- Speed- Active Listening
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