Compliance Team Lead - U.S. Freight Marketplace

About the role

A U.S. freight marketplace hires a Compliance Team Lead to run its compliance team day to day in San Pedro Sula. The team verifies accounts, investigates fraud and helps legitimate carriers and brokers resolve issues. The lead coaches representatives, owns the hardest cases and keeps quality high.

Key responsibilities

• Lead a team of Compliance Representatives: daily coverage, coaching and performance follow-up
• Own escalated cases, including complex fraud investigations, suspended accounts and payment disputes between brokers and carriers
• Review documentation, contact both parties and make sure every step is documented
• Review the team's account verifications: MC/DOT authority, insurance validity and operating status
• Spot fraud patterns across cases and turn them into guidance for the team
• Train new reps on verification procedures and on handling frustrated carriers and brokers on the phone
• Report on team volume, quality and open cases

Required profile

• Experience as a team lead or supervisor in a BPO, call center or compliance environment
• Advanced English, written and spoken, for escalated calls with U.S. carriers and brokers
• Strong attention to detail and solid judgment when a case is not clear-cut
• Ability to stay calm under pressure and communicate proactively while working independently
• Availability for the 8:00 AM–5:00 PM PST shift, onsite, and for mandatory overtime on the last two days of each month
• Freight, logistics or carrier compliance experience is a strong plus