Manager, Fraud Operations

Hi, We’re AppFolio

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

The AppFolio Fraud Operations Team’s goal is to develop and enhance Fraud Prevention Systems to ensure the integrity and security of payments across the platform. The Manager, Fraud Operations works closely with senior management to formulate and implement fraud prevention strategies. The role involves supporting a team of analysts to implement controls aimed at reducing the risk of fraud across various payment products while ensuring the team is equipped to adapt to the evolving landscape of fraud.

Your Impact

Build, define, and uplevel the Fraud Operations team; ensure the team has the training, tools, and guidance necessary to identify analyze suspicious account level behavior and make decisions with a high rate of precision, and champion new ways to get the job done.

Assist team with Fraud reviews during fraud events or high volume periods in order to prompty identify and mitigate potential loss

Define, build, and consistently maintain procedural alignment across Fraud, Underwriting, Engineering, Product, Customer Service (CS), Compliance, Payment Operations, and third-party vendors.

Provide transparency and build trust with customers and internal partners while maintaining a comprehensive knowledge base of Risk and Fraud patterns

Maintain and present Fraud metrics to cross functional teams and leadership to ensure team adheres to all OKRs and KPIs

Cultivate an environment of support, teamwork, and celebration of success and results for the Risk & Fraud Team and Payments Organization to support the GROW framework.

Partner with Sr Manager, Fraud Operations to maintain a high performing team (hire, develop, retain A players)

Qualifications

Efficiency: The Underwriting Manager must be efficient and able to produce significant output with minimal wasted effort. Able to break down problems into manageable tasks.

Adaptability: Must be able to adapt and tailor communications styles to match the audience and articulate views clearly, as the manager will be responsible for communicating with partners and peers.

Stress Management: Maintain a stable performance when under heavy pressure or stress.

Responsibility: Take ownership of your work and seek the appropriate resources when necessary.

Extreme Professionalism: This role is in direct communication with many outside partners and vendors, and will consistently be acting as the face of AppFolio in these interactions.

Customer Focus: strive to delight at each touchpoint and level of interaction

Teamwork: Earn trust and engagement from the teams while driving them to successful individual and group outcomes.

Must-Haves

Bachelor’s degree in a relevant field such as criminal justice, finance, accounting or business administration is preferable or relevant work experience.

Minumum 5+ years of previous Fraud, Risk, Payments Analytics role combined with team leadership experience

Working knowledge of fraud detection, fraud rule creation, and fraud prevention techniques, as well as laws and regulations related to fraud.

Excellent verbal and written communication skills, with the ability to prepare and present reports to senior management and other stakeholders

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Excellent judgement, decision making, and problem solving abilities with minimal guidance from leadership

Ability to stay up-to-date with industry trends and developments in fraud detection and prevention techniques

Basic SQL skills

Advanced Excel skills

Professional certifications such as Certified Fraud Examiner (CFE) or Accredited Financial Crime Investigator (AFCI) is a plus.

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is $108,000-$125,000

The actual base salary for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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