About The Role You will lead the team that works the risk and return alert queues, decides and documents cases, runs representation, and moves accounts to collections at the right point. You will also own our response to banking partners on return performance, and the first-line controls over the team's work. You will apply the rules, underwriting criteria and recovery strategy the risk organization sets, and own the consistency, the service levels and the escalation of exceptions.

What You'll Do

Lead the risk operations and compliance team across alert handling, case review, representment operations and collections handover. Own the risk and return alert queues and work them to agreed service levels, with decision accuracy and case aging tracked. Act as the first line of defense on case review: investigate the case, make the required decisions, and document the reasoning. Identify emerging patterns in the case flow and hand them to the risk and fraud analytics team with the supporting cases. Set the standard for case documentation, maintain the playbooks and standard operating procedures, and run quality assurance and calibration across analysts. Own return rate monitoring against NACHA thresholds and internal limits, and the response to our banking partners, including the remediation plan and the evidence behind it. Own the criteria and timing for placing accounts with third-party collections, and reconcile recovered funds back to the loss ledger. Run representment operations, and record the outcome of every case. Own first-line controls for the team's own processes: self-assessment, controls testing, issue closure, and evidence for audit and regulatory exams. Act as the escalation point for complex cases and live fraud incidents. Reduce manual work through tooling requirements and workflow change, plan analyst capacity against volume, and report service levels and turnaround times monthly. Give frontline feedback on rules and criteria that are firing wrongly to the teams that own them. What We're Looking For 8+ years in payments, banking or lending risk operations, including at least 3 years managing teams. Case investigation depth: working alerts, deciding them, and recognizing the pattern that connects a group of them. Experience running a queue-based operation to service level, including capacity planning, quality assurance and turnaround reporting. ACH or EFT domain expertise, including return code families, return rate thresholds and representment. Experience owning a reporting or response obligation to a bank partner or regulator, including remediation plans and the evidence behind them. Hands-on ownership of first-line controls execution and controls testing, and of findings raised by second line or audit. Able to work in decision and return data directly to size queue performance and analyst capacity. A high standard of written work: procedures, case notes and control evidence that stand up in an audit or a regulatory exam. Preferred Bachelor's degree in business, finance, economics or a related field. Experience with third-party collections or recovery, including placement criteria and measured recovery rates. Hands-on use of real-time decisioning or fraud platforms and their case management tooling. Depth in one or more of gaming, telco, utilities, insurance or financial services. Experience working with ODFIs or payment processors on operational risk matters. Experience standing up a new operations function or team, including hiring. Location & Workplace This is a hybrid role based out of our San Francisco or New York hubs. We look for team members to be in the office Tuesday through Thursday. Salary Ranges In US-Based Role Posting Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include other perks and benefits.

What We Offer

At Trustly, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a real impact every step of the way. Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way. We offer innovative perks and benefits packages that include: Flexible paid time off & generous PTO accrual plans Comprehensive medical, dental, vision, and other insurances FSA & HSA plans for medical and dependent care Home office set-up allowance Internet stipend Retirement plan match for 401k and RRSP Gender-neutral paid parental leave, and more! (The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.) At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need. Experience: 8 years required