Risk Operations Lead, Baltimore

Helm, a subsidiary of Stripe, provides operational services to some of the world’s most ambitious organizations. Helm is being built from the ground-up by a determined, entrepreneurial team who is passionate about exceptional customer experiences and operational excellence. We’re proud to have an open and collaborative atmosphere where bright professionals work hard and enjoy what they do. If you’re interested in a career with a forward-thinking team, we’d love to talk!
As a member of the Operations team and the leader of Risk Operations, you’re responsible for fact finding and research, leading teams, and digesting complex information to teach larger audiences. You’ll work with a variety of leaders and team members across the organization to help shape its future. As with all Helm team members, your passion for delivering world-class service, even when a clear path forward isn’t evident, is what sets you apart. Because we’re building from the ground-up, your role and responsibilities will grow over time and you will be directly involved in their evolution. You will get to try on multiple hats, experiment, and have creative influence in how our customer-centric support services develop.
What You'll Be Doing

• Lead a functional leadership team to drive optimal outcomes for Stripe and its users
• Monitor and manage risk for and not limited to: Fraud, Underwriting, Disputes, Chargebacks, Collections and Recovery
• Champion the build and revision of protocols related to KYC, risk management, financial risk, merchant applications and other risk areas related to e-commerce
• Seek, communicate and action, as possible, trends in risk management as it relates to Helm or Stripe
• Create an environment of adopting work from Stripe easily and ensuring its success
• Ensure protocols exists to provide business insights for enhancing merchant onboarding
• Employ business judgement and internal guidance on prohibited businesses to ensure prospective merchants are in compliance with Stripe guidelines
• Incorporate Stripe guidelines and the merchant’s E-footprint to categorize the business as supportable, prohibited or in need of small changes to their business model
• Collaborate with the Learning team on the design and implementation of risk and fraud training for the front-line team
• Provide consistent feedback and coaching to ensure timely support and accountability is reached with the front line team
• Collaborate with team members to share knowledge and best practices to help the team succeed
• Work with your leaders to deliver and optimize on core metrics
• Be open to changes as the role and company evolve.

What We Are Looking For

• Exemplary record of maintaining compliance, high standards and accountability
• 5 - 10 years experience with payments, risk, compliance, or the financial industry
• 2 plus years in commercial underwriting
• 5 or more years experience in managing high performance operations teams
• Strong team spirit and able to work effectively in collaboration with others, coordinating across teams and building consensus
• Smart, ambitious and motivated and don’t take yourself too seriously
• Strong technical aptitude
• Hungry to develop your skills and take on more responsibilities quickly
• True passion for customers – you’re obsessed with getting them the right outcomes and becoming their advocate
• Excellent verbal and written communication skills (fluent in English) and have an ability to influence and steer customers, and spot opportunities to help
• Exercise sound judgment to proactively communicate concerns to leadership in a timely manner
• Willingness to work flexibly to support the ever-changing priorities of the team
• Passionate, proactive self-starter with the ability to solve problems and execute independently in a fast-paced, high volume environment

What You'll Love About Working at Helm Services

• Great Company Culture - We pride ourselves on working as one team who values each and every employee. We understand the importance of diversity and leveraging our differences to create an inclusive and engaging work environment. We know that our job is never done and harness our energy to aim higher everyday.
• Health Benefits – We offer premium plans for medical, dental, and vision insurance.
• Paid Time Off – Employees receive 21 days paid time off which start accruing on day one of employment plus paid holidays!
• Work That Stays at Work - Genuine work/life balance served here!
• Professional Development - We have a robust onboarding program as well as continuous learning seminars, chats with our Leadership Team, and online resources in order for our employees to continue to grow and learn throughout the year. We also offer lots of room for growth within Helm Services.

Job Type: Full-time

Pay: From $1.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Senior leadership in Risk Operations: 5 years (Preferred)

Work Location:

• One location

Company's website:

• https://jobs.lever.co/helmservices/4e58c39d-8063-4106-8f5d-793a5024fdef?lever-origin=applied&lever-source%5B%5D=Indeed

Work Remotely:

• Temporarily due to COVID-19

COVID-19 Precaution(s):

• Remote interview process