Account Security & Risk Team Lead, Wealthsimple

• Passionate, curious, and energized about our products and services, constantly learning and refining your knowledge through firsthand use
• A natural coach with a proven track record of success, helping those around you thrive. You excel at not only sharing best practices but also assisting with development plans to help colleagues achieve their career goals
• Accountable for results, keeping close tabs on your team’s performance daily. You celebrate successes and step in to course-correct when needed
• Thrive in client-facing situations, with expert de-escalation skills and a knack for turning challenging situations into memorable client experiences
• Resilient, viewing challenges as opportunities to improve the client experience and maintaining a glass-half-full attitude through obstacles
• Embrace Wealthsimple’s “debate and commit” principle—defending your position but focusing on execution once a decision is made
• Set a high bar, as this team also serves Wealthsimple’s most valuable clients, aiming to be the best of the best
• A general understanding of fraud, AML prevention, cybersecurity, and risk management best practices is crucial for effectively guiding the team in identifying and addressing security and regulatory threats during client interactions. Strong analytical skills, meticulous attention to detail, and a proactive mindset are essential for spotting patterns or anomalies that may indicate potential threats or more significant incidents when reviewing team interactions or client transactions
• A problem-solving mindset is key to identifying gaps and opportunities to improve processes, efficiency, and resolution times, ultimately enhancing the client experience in complex and challenging situations. Exceptional communication skills are vital for managing escalations, coordinating with internal teams (Fraud, Security, AML, Compliance, etc.), law enforcement, and other stakeholders, while maintaining trust, confidentiality, and a positive client experience
• A strong ability to inspire and lead the team through change management is essential, especially as they handle high-pressure situations and uphold strict compliance and ethical standards to protect both clients and the organization
• Minimum of 3 years of leadership experience
• Proven track record of success, supported by measurable results
• Experience handling client escalations
• Successfully coached individuals to advance in their careers
• Experience managing client interactions involving risk or fraud

Desirable

• As a Team Lead on the Account Security & Risk team, you will lead efforts to ensure a safer online experience for our clients and platform
• This role is crucial in bridging Wealthsimple’s Client Experience team with our Security team, fostering collaboration to mitigate risks and protect client interactions
• Be accountable for the performance and monitoring of a group of 6-12 CXAs, focusing on both input and output metrics
• Input Metrics: Adherence, handle time, missed pings (live services), resourcefulness
• Output Metrics: First Response Time, Resolution Time, CSAT, QA, Solves/Hour
• Optimize intraday channel performance
• Lead employee development, coaching, and mentoring through: weekly 1:1 meetings, monthly “Grow” sessions, & quarterly performance reviews
• Actively engage with clients by assisting CXAs with challenging cases or handling escalations directly
• Set a high-quality bar through consistent QA evaluations and provide timely feedback to both individuals and the team
• Actively contribute to the team’s evolution and improvement
• Develop a broad understanding of Wealthsimple products and services, ensuring effective collaboration with cross-functional stakeholders to drive the best outcomes for our most valuable clients