Team Lead

About Us

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

Link - https://www.gomoder.com/about-moder

Job Description Team Lead, Support Functions (Merchant Underwriting, Risk & Accounting)

About the Role

We are looking for a Team Lead Support Functions to oversee a highperforming group responsible for Merchant Underwriting, Risk & Fraud Screening, Consumerside Verification, Merchant Investigations, and Accounting Fee Operations.

This role requires a strong combination of operational excellence, underwriting judgment, people leadership, and process governance. You will ensure that analysts follow our structured SOPs, maintain high accuracy, meet SLAs, and deliver a consistent, riskcontrolled onboarding experience.

If you love structure, quality, problemsolving, and team developmentthis role is for you.

Key Responsibilities

1. Operational Leadership

• Lead daytoday operations across Merchant Underwriting (MU), Risk Investigations, Consumer Verification, and Accounting workflows.
• Oversee HubSpot dashboards and ensure analysts prioritize queues correctly (Requested Info Received >2day pendings Other queues).
• Ensure consistent productivity benchmarks (45 MU applications/day per analyst).
• Maintain SLA discipline and proactively redistribute workload across team members.

2. Merchant Underwriting Oversight

• Review and guide analysts on:
• SoCure KYC rule interpretation (including frozen file nuances)
• LexisNexis SmartLinx/TLO reports (Judgments, Liens, UCC, SOS, Criminal/Civil)
• Industry restrictions (e.g., Solar exclusion rules, jobtype validations)
• Geolocationbased risk (FL/TX/NY/CA/IL highfraud areas)
• Ensure SOPaligned decisions: approvals, declines, pendings, and escalations.
• Validate documentation: IDs, EIN, SOS filings, Insurance, Contractor Licenses, Web presence checks.

3. Risk Monitoring & Merchant Investigations

• Oversee consumer verification outcomes, including:
• Unaware of loan
• Work not started
• No rightparty contact (NRPC)
• Identify trendbased risk patterns and initiate Merchant Investigations.
• Prepare structured investigation summaries and recommend actions (Retrain / Refund / Suspend Merchant / Offboard).

4. Accounting Operations Oversight

• Supervise analysts performing:
• Late Fee Waivers
• Return Fee Reversals
• Noncash adjustments in Enterprise Portal (EP)
• Ensure correct feetypes, correct effective dates, and reallocation checks post engine refresh.
• Approve special cases requiring manager consent.

5. Quality Assurance & Governance

• Run weekly quality audits ensuring SOP compliance across all processes.
• Ensure analysts never skip mandatory steps in SOP workflows.
• Maintain accurate auditready documentation (notes, evidence packs, ticket closures).
• Provide regular feedback to refine underwriting matrices and reduce escalation volume.

6. People Leadership

• Manage, coach, and develop a team of analysts (812 team members).
• Conduct 1:1s, performance discussions, and capability assessments.
• Drive continuous learning using structured training materials (Day 1Day 4 modules).
• Foster a culture of integrity, accountability, and precision.

MustHave Skills

• Strong experience in Underwriting, KYB/KYC, Risk Assessment, Fraud Prevention.
• Expertise in TLO/SmartLinx (LexisNexis), SoCure, risk tools, and document validation.
• Understanding of financial/fintech workflows, lending operations, or credit evaluation.
• Proficiency with HubSpot, ticketing tools, and internal risk portals.
• Datadriven decisionmaking and high attention to detail.

GoodtoHave Skills

• Experience in fintech, lending, banking, or homeimprovement loan programs.
• Knowledge of accounting adjustments, late fee structures, and noncash entries.
• Exposure to merchant success, compliance, or consumerprotection operations.
• Ability to perform rootcause analysis and create SOP/policy enhancements.

Experience & Qualifications

• 47 years of experience in underwriting, risk operations, credit ops, or financial operations.
• 2+ years in a team lead or supervisory role.
• Bachelors degree preferred (Finance, Risk, Accounting, Business Operations, or related field).
• Strong communication and stakeholdermanagement skills.

Key Performance Indicators (KPIs)

• SLA compliance & queue health
• Accuracy of approvals/declines
• Reduction in escalations & rework
• Investigation turnaround time
• Accounting transaction accuracy
• Team productivity & quality scores
• Training completion & improvement metrics