Sr. Risk Management Representative (Lead)

Overview Role Details: This is a Hybrid role requiring 3 days in the office per week. The ability to work Saturdays and some holidays is required.

Intuit’s Global Business Solutions Group (GBSG) is dedicated to delivering tools and services that significantly enhance a Small Business' ability to manage their cash flow. The Fintech Risk Operations team protects our small business customers and Intuit from financial losses, fraud, and compliance risk. Operating in a dynamic and fast-paced environment, our team leverages extensive research, meticulous analysis, and customer empathy to make impactful decisions.

We are seeking an experienced and motivated Senior Risk Management Representative (Lead) to support our Risk Operations personnel. You will be responsible for conducting critical analysis of customer accounts to proactively identify and mitigate risks related to compliance, fraud, and financial transactions. Your role will be pivotal in ensuring adherence to regulatory requirements and internal policies, and you will be instrumental in maintaining high standards of accuracy and diligence.

This role requires direct customer interaction via phone and email to gather documentation, complete account research, and resolve complex issues. As an integral part of the team, you will receive cross-training and assignments across various workflows to rapidly expand your skills and competencies based on evolving business needs.

The ideal candidate must have strong problem-solving and decision-making abilities and be able to identify, research, and analyze complex issues across different risk domains. You must have exceptional time management skills and the ability to work under tight deadlines while prioritizing tasks to meet service level agreements (SLAs).

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 may 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. The expected base pay range for this position is: