Fraud Operations Manager

Citizens Financial   •  

Riverside, RI

Industry: Accounting, Finance & Insurance

  •  

Less than 5 years

Posted 59 days ago

Description

Manages the day-to-day activities of the Enterprise Fraud Claims for ATM/Debit. Creates/coaches to a customer focused environment that motivates and empowers team to deliver high quality customer service while managing to production expectations. Fraud Contact Center Manager displays a sense of optimism, rewards and celebrates success and is responsible for relaying bank's vision into action for the team.

Primary Responsibilities:

  • Manages production while ensuring high standard of quality
  • Creates/coaches to a customer focused environment
  • Researches and assists in resolving complex customer issues
  • Uses insights into customer needs to champion change within the business
  • Analyzes and prepares reports for work management / trending
  • Responsible for the professional development of a team of senior level specialists
  • Develop ongoing relationship with managers of key areas to ensure quality service and fraud prevention is being delivered to our customers
  • Prior fraud or chargeback experience a plus
  • 3- 5 years leadership experience
  • 3- 5 years demonstrated customer service experience and coaching skills
  • Thorough knowledge of products and services (including specialized products/services such as Business Banking and/or Credit Card products)
  • Strong coaching abilities - takes responsibility for coaching to drive performance
  • Leadership skills that foster collaboration, respect and harmony amongst team.  Builds a climate that values collaborative/innovative thinking.
  • Excellent time management skills; goal driven while also meeting day to day business needs.
  • Advanced problem solving skills. Ability to negotiate through difficult situation with customer recovery as end result.
  • Excellent verbal, written and interpersonal skills
  • Ability to multi task and work independent
  • Operational experience with metric driven performance preferred
  • Flexibility to adapt to an ever changing environment

Hours & Work Schedule

Hours per Week:  40

Work Schedule: Monday - Friday 8:30am to 5:00pm

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Qualifications

Prior fraud or chargeback experience a plus

  • 3- 5 years leadership experience
  • 3- 5 years demonstrated customer service experience and coaching skills
  • Thorough knowledge of products and services (including specialized products/services such as Business Banking and/or Credit Card products)
  • Strong coaching abilities - takes responsibility for coaching to drive performance
  • Leadership skills that foster collaboration, respect and harmony amongst team.  Builds a climate that values collaborative/innovative thinking.
  • Excellent time management skills; goal driven while also meeting day to day business needs.
  • Advanced problem solving skills. Ability to negotiate through difficult situation with customer recovery as end result.
  • Excellent verbal, written and interpersonal skills
  • Ability to multi task and work independent
  • Operational experience with metric driven performance preferred
  • Flexibility to adapt to an ever changing environment.

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