Teams at Full Potential Solutions

Develop and maintain conversational AI applications using platforms such as Cognigy, Yellow.ai, Kore.ai, Lex, LUIS, Dialogflow, and IBM Watson. Build API integrations and complex application logic with Node.js or Python, optimize code, support iterative NLU/NLP improvements, define performance metrics, analyze chatbot data, and collaborate with business, product, and engineering stakeholders in Agile teams.

Manages a specialized customer service team in a fintech, risk, and fraud environment. Responsibilities include hiring, coaching, performance management, goal achievement, team direction, problem resolution, supervisory audits, and adapting priorities to operational challenges. The role requires call center or shared-services leadership experience, knowledge of fintech operations, and preferably risk, fraud, KYC, or AML experience. The position is onsite and requires schedule flexibility.

Reviews transactions and customer information to identify fraud, AML concerns, account takeovers, and other suspicious activity. Contacts customers and financial institutions to verify transactions, requests KYC documentation, documents investigations, resolves escalations, and supports customer service. The role requires accurate, timely risk decisions, strong communication, onsite shift work, and participation in process improvement.