Supervisor, Fraud - BankCard Security

About This Job

As a leader supporting a 24/7 contact center environment, flexibility is key. This role may require overnight work on a periodic basis, including participation in "Moments That Matter" before activities to connect with and support overnight team members. Occasional weekend availability may also be needed to support system upgrades, implementations, business continuity efforts, and other responsibilities aligned with the role.

Work Schedule

Monday - Friday 3:30 PM - 12:00 AM

Essential Functions

• Oversee department workflow and effectively communicate decisions, priorities and relevant information to team members
• Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations and answer day-to-day questions for team members
• Accurately process financial adjustments with approvals
• Provide support and serve as point of contact for the Customer Advocacy Program through research and resolution of customer complaints and escalated phone calls
• Maintain and modify departmental policies and procedures to consistently ensure compliance with CFPB and Federal Regulators
• Assist in preventing or limiting financial losses and monitor accuracy and production goals of each area
• Collaborate with team members and other internal departments for process improvement or issue resolution
• Work with department management to deliver weekly reports
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the accounting field
• Ability to manage various projects, deadlines, and demands simultaneously
• Strong analytical and organizational skills
• Excellent customer service skills and ability to research answers and solutions
• Ability to maintain a high degree of confidentiality
• Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
• Self-starter with strong decision-making skills and the ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Strong proficiency with Microsoft Outlook, Word, Excel and an understanding of PowerPoint

Education & Experience

• Associate's degree in Business Administration or related field or equivalent combination of education and experience required
• 3+ years fraud investigative or related experience required
• 1+ year supervisory experience required
• 2+ years banking experience preferred

Pay

$55,500 - $65,000 annually, with additional compensation through performance-based incentive plan(s).

Benefits

• Employer sponsored health, dental, and vision insurance
• 401(k)
• Life insurance
• Paid vacation and paid personal time
• Career development and education assistance
• Voluntary supplemental benefits

Schedule

Hybrid: In office 2 days per week. Full time.