Fraud Supervisor- Front Hot Line

You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

Job Summary

As a Fraud Supervisor in our Front Hot Line team, you will have the opportunity to manage a dynamic team. We seek team members who take initiative, adjust quickly to change, maintain a positive attitude, and take responsibility for results. In this role, you will be able to deliver a great customer experience, even when handling challenging situations. You will have the chance to offer customers alternative solutions and enhanced products, making a real impact on our customer relationships.

Job Responsibilities:

• Develop and lead team of Specialists
• Lead by example and coach on key behaviors to drive results
• Handle for performance management
• Select and retain talent
• Identify ways to support inclusion and diversity
• Manage team performance, leading by example and coaching on key behaviors to Motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards
• Resolve employee and escalated customer problems and inquires
• Operates with urgency and meet deadlines

Required Qualifications, Skills and Capabilities:

• Must be willing to work in an environment that requires phone-based customer interaction
• Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
• Fluency in Windows Operating Systems and Microsoft Office tools
• Ability to delegate tasks, Conflict resolution skills, Prioritize diverse workloads
• Participates in execution of strategy
• Specialized functional or technical knowledge that allows for independent thought and action on important department activities
• Required to abide by all applicable regulatory and department practices and procedures
• Drive risk and control initiatives

Preferred Qualifications, Skills and Capabilities:

• Advanced proficiency with computer functions with MS Office Suite strongly preferred
• High School Diploma or equivalent required, Bachelor’s degree preferred
• Communicate both verbally and written
• Ability to influence internal and external business partners
• Relationship management
• Minimum of two years management experience strongly preferred

Work schedules vary and could include a schedule that includes working in the evening and on the weekend.