Risk Operations Associate

At Propel, our mission is to build modern, respectful, and effective financial tools for Americans with limited income. Over 5 million people use our app Providers, previously called Fresh EBT, to manage the benefits that keep their family well-fed and healthy, stay up to date on critical government programs, save money and earn income. Read more about the impact of the Providers app here , here , and here . Now we're expanding further into the financial services space by building a new financial product that will offer the best banking option for low-income Americans.

The Risk Operations Associate will play a key role in building a cross functional relationship with third party vendors to improve processes and policies. The Risk team at Propel is a small but mighty team that operates to protect our cardholders against potential fraud risks in an effort to mitigate loss.

Propel is a for-profit software company that holds its social mission at its core. Our investors include Andreessen Horowitz, the Omidyar Network, Kevin Durant, Serena Williams, and Nas.

We are strongly committed to hiring a diverse and multicultural team. We encourage applications from traditionally under-represented backgrounds, including those with direct experience with the Supplemental Nutrition Assistance Program.

We offer:

• Immediate opportunity to make an impact on our team, product, and business
• An opportunity to work on a product used by millions of people
• A get-stuff-done and fun and caring culture
• Meaningful work and a strong shared sense of mission
• A remote-first working environment with headquarters in Brooklyn and satellite offices in San Francisco, Los Angeles, and Salt Lake City.
• 20 Days of PTO
• Excellent Medical, Dental and Vision options.
• Free access to Ginger mental health, Gympass, Headspace, One Medical, Rightway, Sofi, and Spring Health.
• Propel believes that everyone should be compensated fairly and equitably. We set our salary ranges using compensation data from hundreds of NYC based startups at our stage. Additionally, pay is not determined based on location. The salary range for this position is $70,000 - $80,000 based on experience. Equity and excellent benefits come with this position as well!

• Monitor reports and other data sources to identify fraud trends and incidents. As needed, build-out new processes and reporting to improve fraud monitoring.
• Engage with customers to resolve disputes, escalations and fraud.
• Help provide training, support and policy development for a small team of fraud and dispute contractors.
• Collaborate and guide the Customer Experience team in order to mitigate risk.
• Build new operational processes around payment operations, reporting and fraud/risk.
• Identify opportunities to simplify processes, limit risk, or increase operational efficiency; over time, build standardized and scalable processes for internal teams

• 4+ years experience in financial services (preferably on a debit/prepaid product) with experience in risk and fraud operations.
• Experience and knowledge with the dispute and chargeback process on debit related product lines
• Experience working directly with customers to resolve issues - especially regarding fraud and compliance. Proficient at de-escalating.
• Proficient at reviewing and analyzing data. Experience with using Excel. SQL experience is nice to have.
• Excellent communicator; able to break down issues for non subject matter experts.
• Passionate about building great financial products for low-income Americans
• Work autonomously and enjoys diving into ambiguity