Fraud Investigations Manager, Bulgaria
Crypto.com
Accounting & Finance
Sofia, Bulgaria
Posted on Oct 2, 2025
Job Responsibilities:
- Responsible for the scheduling, adherence, productivity and quality aspects of the performance of the Fraud Investigation team;
- Responsible for assignment of specific tasks to team members, as well as for their timely and qualitative performance;
- Develop and oversee a fraud program including policies and procedures, risk management processes and fraud & money laundering controls;
- Be able to perform the basic management responsibilities in the absence of Head of Fraud and Transaction monitoring, so that the Risk Operations function can be carried out normally, without interruptions;
- Inform, advise and monitor team members, who provide customer service, in the processing of
- their labour duties and specific assigned tasks.
- Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;
- Handle escalations as necessary or provide advice related to them;
- Prepare shift patterns and monthly schedules;
- Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);
- Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);
- Monitor all the queues their team is responsible for;
- Provide updates/suggestions for improvements in the current operational setup within the team and how it could improve, incl. tools, practices, handling, speed, etc.
- Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;
- Ensure staff adherence to departmental/company policies and procedures;
- Participate in the setup and implementation of performance improvement plans for his/her team members;
- Prepare regular reports on current tasks and teams’ state;
- Maintain and develop extensive knowledge about evolving fraud and money laundering methodology;
- Reviewing fraud concerns at a larger scope;
- Monitoring large data sets to identify patterns for fraud vulnerabilities while suggesting and creating new fraud mitigation tactics;
- Ensure effective management of resources and risk systems to proactively prevent and detect fraud and money laundering activities to minimize financial losses and reputational risks;
- Develop and manage standards of Risk KPIs to accurate show performance of the Risk Operations and Fraud Investigation teams and areas for improvement;
- Recommend and implement adequate and efficient systems and processes to ensure that robust fraud detection and prevention is in place;
- Work closely with the Risk Management and Product & Tech teams; as well as Risk dedicated product owners.
Job requirements:
- Experience of minimum 5 years in the field of fintech risk management;
- Mandatory experience in people management of minimum 1 year;
- The Manager should have advanced knowledge of the applicable legislation in the field of fintech business-payment instruments and e-money issuers, etc;
- The Manager must have a reasonable understanding of the Company’s business, its technical, financial and
- organizational structure;
- The Manager must be able to communicate effectively with people at all levels both inside and outside the Company and should have strong written and verbal communication skills;
- Excellent leadership and organizational skills, decision making skills, as well as effective problem-solving skills;
- Act with integrity, initiative, perseverance, discretion, interest in customer service management and motivation to occupy the position;
- English language; excellent computer literacy, including Microsoft office, SQL, Tableau etc.