![]() Performs highly complex duties and independent decisions, including identification, investigation, and resolution of high risk or sensitive fraud cases, root cause analysis of fraud losses, and quality assessment, monitoring and reporting.Answers and assists associates with questions related to policies and procedures and manages and responds timely to clients’ requests or other business unit requests and inquiries.Sets and enforces operating goals and objectives for staff and implements and follows through with solid plans for achievement including and not limited to productivity and attendance.Manages a team of fraud investigators to coordinate and monitor daily workflow to ensure compliance with departmental policies and procedures as well as resolves escalated situations including customer calls where applicable.This position require in office work, however may be asked to temporarily WFH until our offices resume fuller on-site operations. This role is responsible for performing daily monitoring of associates’ queues to ensure that timely and reasonable investigations are performed in compliance with regulatory and procedural guidelines. The Team Leader is considered the subject matter expert and responsible for the day-to-day direct supervision of a group of Fraud Investigators in their efforts to investigate and recover on credit card fraud claims. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards. Strong oral and written communication skills.Īdvanced skills in research and problem resolution typically obtained via seven or more years banking or other equivalent work experienceĪdaptable and flexible in responding to deadlines and workflow fluctuationsĪbility to motivate and influence staff to reach both daily and monthly objectives.CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. Proficient in PC skills, including Excel, Word, and Outlook. Two (2) years of management/supervisory experience preferredĬomprehensive understanding of consumer banking policies, practices, and regulations.Ībility to handle multiple tasks simultaneously and continually meet deadlines.ĭemonstrate strong oral, written and interpersonal skills Three (3) years of security/fraud investigations, fraud detection or credit card operations experience required High School Diploma or equivalent education required Performs other duties and special projects as requested by Supervisor or manager Reviews all aspects of suspicious accounts and suspicious activity notifications before they are sent to the clients Reviews daily, weekly, and monthly reports to ensure all claims are resolved within applicable regulatory time framesĮnsures recoveries are maximized through effective inventory and chargeback management.Įvaluates, and coaches employees in the performance of their duties and follow through when not meeting required expectations, including performing new hire assessments Influences, monitors and/or backs up the team on fraud investigations and other job functions as needed Provides statistical reporting for leadership to communicate department productivity and effectivenessĬollaborates on investigations with appropriate business partners Serves as subject matter expert for training, procedure documentation, and process improvement projects Performs highly complex duties and independent decisions, including identification, investigation, and resolution of high risk or sensitive fraud cases, root cause analysis of fraud losses, and quality assessment, monitoring and reporting Sets and enforces operating goals and objectives for staff and implements and follows through with solid plans for achievement including and not limited to productivity and attendanceĪnswers and assists associates with questions related to policies and procedures and manages and responds timely to clients’ requests or other business unit requests and inquiries Manages a team of fraud investigators to coordinate and monitor daily workflow to ensure compliance with departmental policies and procedures as well as resolves escalated situations including customer calls where applicable
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