Sr. Risk Management Representative (Lead)

About the role

This is a Hybrid role requiring 3 days in the office per week, the ability to work Saturdays and some holidays is required, and must be available to work an 11:00-8:00 PM or 12:00-9:00 PM CST shift.

Responsibilities

• Core Investigation & Decisioning

  • Serve as the primary Subject Matter Expert (SME) for the team, providing expert-level guidance on all risk domains, including IDV, KYC/KYB, transaction fraud, and disputes.
  • Conduct and model end-to-end investigations into the most complex, ambiguous, and high-impact risk cases, analyzing diverse data sets to identify and mitigate potential threats.
  • Make and own final, autonomous risk decisions (e.g., account closures, fund holds, restrictions) on sensitive or high-value accounts, expertly balancing firm policy, regulatory requirements, and the customer experience.
  • Act as the final point of escalation for the most sensitive or complex customer issues, taking ownership to de-escalate conflicts and negotiate resolutions that protect both the customer and the firm.

• Team Enablement & Quality Assurance

  • Evaluate the efficacy of specialist-level decisions by performing formal and informal Quality Assurance (QA) reviews to ensure accuracy, policy adherence, and sound judgment.
  • Deliver targeted, constructive feedback leadership, identifying knowledge gaps and helping to improve overall team quality, consistency, and performance.
  • Develop, document, and maintain comprehensive training materials, job aids, and Standard Operating Procedures (SOPs) to ensure the team's knowledge is current.
  • May lead onboarding and continuous training sessions for new and existing specialists, mentoring them on advanced investigative techniques and complex risk concepts.

• Strategic & Process Improvement

  • Proactively analyze operational data and frontline feedback to identify emerging risk trends, process inefficiencies, or gaps in tooling and controls.
  • Collaborate with cross-functional partners (e.g., Engineering, Product, Compliance) to troubleshoot systemic issues, communicate operational needs, and advocate for process and tooling enhancements.
  • Support the leadership team by synthesizing complex risk information and operational insights, contributing to strategic planning and reporting on team performance.
  • May lead or execute operational projects and continuous improvement initiatives, from identifying the root cause of a problem to proposing, testing, and implementing a sustainable solution.

• Serve as a Subject Matter Expert (SME) on procedural and process changes

  • Lead projects and tasks independently, adhering to established policies and procedures while navigating complex scenarios.
  • Analyze complex situations, interpret diverse data sets, and implement effective solutions.
  • Foster cross-functional partnerships to facilitate knowledge-sharing, collaborative problem-solving, and continuous learning.
  • Prioritize tasks effectively to align with overall team objectives and business goals.
  • Actively contribute to initiatives aimed at enhancing customer experience and operational workflows.
  • Demonstrate and exemplify Intuit’s core values in every action and interaction.

Qualifications

• 5+ years of hands-on experience in a risk operations role (e.g., fraud prevention, compliance, KYC/KYB, or payments) within a fintech, banking, or e-commerce environment.
• Demonstrable expert-level knowledge across multiple risk domains, specifically IDV, KYC/KYB, transaction fraud analysis, and disputes/chargebacks.
• A proven track record of independently investigating and resolving the most complex, ambiguous, and high-impact risk cases.
• Demonstrated ability to make sound, autonomous, and high-impact risk decisions (e.g., account closures, fund holds) that balance policy, regulatory requirements, and customer empathy.
• Exceptional customer communication and de-escalation skills, with experience acting as a final escalation point for sensitive customer situations.
• Experience in mentoring and coaching peers or junior team members. Must be able to deliver targeted, constructive feedback to improve investigative quality and decision-making.
• A strong understanding of quality assurance (QA) methodologies, with a keen eye for detail and the ability to accurately evaluate the efficacy of others' decisions.
• Excellent verbal and written communication skills, with the ability to act as a liaison to cross-functional partners (e.g., Product, Engineering, Compliance) and clearly articulate complex risk concepts and operational needs.
• Strong analytical skills with an aptitude for recognizing emerging risk trends, process inefficiencies, root causes, and other patterns in operational data.
• Ability to synthesize complex risk information and operational insights into clear, concise reports and recommendations for the leadership team.
• Strong operational acumen with the ability to independently manage and prioritize a complex workload, including long-term projects and immediate tactical needs.
• High proficiency with internal risk management tools, case management systems (e.g., Salesforce), and data analysis tools (e.g., G-Suite, Excel).
• Bachelor’s Degree in a related field (e.g., Finance, Criminal Justice, Business).
• Professional certifications such as CFE (Certified Fraud Examiner) or ACAMS (Association of Certified Anti-Money Laundering Specialists) is a plus.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.