Fraud Supervisor
swan.io · Paris, France · hybrid
AboutSwan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca.
Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).
Our missionBanking belongs in business softwareMany software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.
But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.
It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.
To learn more about us: About Swan ; Career.
Job description
As Fraud Team Supervisor, you will lead Swan’s operations dedicated to supporting account holders who are victims of fraud. You will build a reliable, empathetic and scalable approach to suffered-fraud cases, bringing together strong people management, sound operational judgement and clear end-to-end ownership.
Your team’s scope covers suffered card fraud and SCT/SEPA-transfer fraud, including account takeover and scams where customers are deceived into sending funds. This role does not own AML investigations or fraud committed by Swan account holders. You will work with the relevant specialist teams when those issues arise, without taking over their remit.
✨ Your missionThis role has 3 primary functions:
- Lead and develop the team: Coach specialists and supervisors, build expertise and create a high-performing, supportive team culture.
- Own suffered-fraud case delivery: Ensure cases progress from first report to closure, with fast protective action, complete evidence, appropriate recovery attempts and clear communication.
- Build a scalable operating model: Improve processes, capacity planning, controls and tooling, and turn case insights into actionable prevention feedback.
The ideal candidate combines hands-on victim-fraud expertise with operational discipline, empathy and a genuine commitment to coaching.
✨ Main tasks
- People management and team development
- Set clear goals and responsibilities; run regular 1:1s, coaching and development plans.
- Build investigation, communication and decision-making capabilities through onboarding, training and quality feedback.
- Foster a collaborative, accountable culture and support team resilience when handling distressed customers and high-pressure cases.
- End-to-end suffered-fraud case management
- Establish consistent intake, triage and prioritisation across card and transfer fraud, with a named owner and next action for each case.
- Ensure immediate account/card protection and timely recall or chargeback actions are initiated or coordinated through authorised teams and approved procedures.
- Oversee investigation quality, evidence collection, case chronology, follow-up and closure; prevent cases from falling between teams.
- Reimbursement and decision governance
- Ensure decisions are evidence-based, documented and consistent with approved policies, applicable obligations and delegated authority.
- Distinguish reimbursement obligations from discretionary goodwill; escalate complex, high-exposure or legally uncertain cases to the appropriate approvers.
- Maintain traceable approval and execution workflows with Legal, Regulatory, Finance and payment specialists.
- Victim and partner communication
- Set standards for calm, empathetic and fact-based communication, clear next steps and reliable updates.
- Coordinate sensitive escalations with Customer Experience and partner-facing teams.
- Operational performance and continuous improvement
- Forecast demand, plan capacity and skills coverage, manage aged backlog and balance urgency, quality and sustainable productivity.
- Build useful dashboards and quality reviews; identify root causes and deliver measurable improvements to workflows and case-management tooling.
- Use automation, retaining traceability, privacy safeguards and appropriate human review.
- Cross-functional coordination and fraud learning
- Clarify handoffs with CX, Payment Operations, Legal, Regulatory, Finance, FinCrime, Transaction Monitoring, Product, Data and Security.
- Identify linked cases and emerging patterns, mobilise the appropriate incident owners and contribute to post-incident reviews.
- Translate suffered-fraud findings into prevention and product improvements with specialist teams. AML monitoring, committed-fraud investigations and ownership of detection rules remain outside this role’s remit.
✨ KPIs you’ll manage
- Time to first response and first protective action.
- Timeliness of recovery actions, case decisions and closure.
- Service-level adherence, open cases and aged backlog.
- Case-file completeness, investigation quality, rework and deadline compliance.
- Recovery outcomes, reimbursement outcomes and financial exposure, interpreted with the relevant specialist teams.
- Victim/partner communication quality and satisfaction where measurable.
- Complexity-adjusted productivity, capacity coverage and team development.
✨ Curious about your future team?The Fraud team will focus on suffered fraud, where the Swan account holder is the victim. Its purpose is to bring accountable operational ownership to the victim’s case, while working closely with payment, legal, risk and technical experts. You will help shape how the team works, develops its expertise and scales across card and transfer fraud.
Preferred experience✨ You’re a great match if:- Suffered-fraud expertise: Experience across both card disputes/chargebacks and SCT/SEPA fraud/recalls; Hands-on experience managing cases involving fraud victims, with a strong understanding of account takeover, social engineering, evidence collection and recovery workflows. Practical depth in at least one of card or transfer fraud is essential; exposure to both is a plus.
- Sound judgement: The ability to distinguish facts from assumptions, handle incomplete evidence, apply approved decision frameworks and recognise when specialist or legal review is required.
- Operational discipline: Experience with forecasting, capacity planning, risk-based prioritisation, backlog management, quality assurance and service levels.
- Empathy and communication: Clear, concise written and verbal communication; the ability to support distressed victims, deliver candid feedback and adapt to customers, partners, specialists and leadership.
- Data-driven improvement: Experience turning operational data into actions and measurable improvements, rather than optimising speed or cost at the expense of quality and customer protection.
- Ownership and collaboration: A track record of resolving cross-team handoff problems, influencing stakeholders and leading change in a regulated environment.
- English: Excellent professional working abilities in English.
- Nice to have: familiarity with Zendesk, Forest or comparable case-management tools; experience building a team or introducing controlled workflow automation.
- People management: 3+ years in a formal management role leading fraud operations, payment disputes or similarly sensitive financial-services operations, with proven coaching and performance-management experience.
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.
It’s oka