Overview

We hire people, not positions. That's because at Genesis, we put people first, and that includes our customers, partners, and employees.

Genesis is the national leader in non-prime credit card. We serve millions of customers, and we're fair and transparent in all interactions.

As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation and strive to make an impact

Join the nation’s leader in second-look finance servicing as our Unit Manager – Fraud!

Our Unit Manager – Fraud provides a top-tier customer experience. We are responsible for managing and monitoring your team’s daily work volumes and performance to ensure service levels and standards are met. We provide in-depth training that may last up to 5 weeks before transitioning you to working with more senior peers. Scheduled workdays are typically 8 hours a day. At Genesis, you’re never just a number. We hire people, not just positions.

Check out our Spotify account to hear what it's like to work at Genesis: https://open.spotify.com/episode/0QmpC31c3hlhhrTKRxUkGF

Responsibilities

As our Fraud Unit Manager you will:

• Supervise a team of fraud professionals to effectively and efficiently investigate and resolve consumer disputes and identity theft allegations. Minimizes fraud risk exposure and related financial losses for Genesis, our partners, and other external stakeholders.
• Complies with all applicable regulations, MasterCard rules, and internal policies and procedures. Achieves established service levels and quality metrics for all assigned work.
• Responsible for the administration of staffing, training, performance appraisals, development planning, coaching, promotions, salary actions and terminations.
• Monitor, manage and deliver feedback regarding agent performance against all internal benchmarks (attendance, call quality, performance, adherence, and after call time). Complete case review and process monitoring to ensure procedural and regulatory compliance.
• Ensure adequate staffing coverage during working hours.
• Monitor fraud agent calls and take escalated calls, while coaching to and using superior customer service skills to resolve potential consumer complaints.
• Ensures policies and procedures are effective and consistent across all areas of responsibility; implements new policies and procedures when necessary; and complete ongoing management monitoring to ensure that controls are in place and functioning.
• Participate and support new solutions, technologies and strategies (policies and procedures) to mitigate fraud losses for current and future business initiatives.

These duties must be performed with or without reasonable accommodation.

Qualifications

Requirements:

• High School diploma or GED required.
• Two to four years of experience in the fraud profession in a supervisory capacity preferred.
• Prior experience with credit card programs or related financial services experience.
• Knowledge of MasterCard rules and the chargeback process.
• Knowledge of all applicable rules, regulations, and laws.
• Have appropriate remote work set-up - While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.
•  Have access to a wired internet.
• Thrive in a fast-paced, high-volume environment.
• Be proficient with technology and using multiple systems.
• Possess a high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.
• Are committed to continuous growth and learning.
• Ensure privacy and security practices are followed at all times

Genesis understands experience comes in many forms, many skills are transferable, if your experience is this close to what we’re looking for, consider applying. We know that diversity of thought has made us the entrepreneurial and innovative company that we are today.

What’s In It For You:

• Health insurance including individual and family Medical, Dental and Vision insurance
• Relax and recharge with Paid Time Off (PTO) Program; plus 6 paid holidays and 3 paid floating holidays.
• Financial health with 401k plus employer match up to 4%
• Take care of your well-being through Wellness perks
• We invest in your future through Tuition Reimbursement and ongoing Learning & Development
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability

Genesis Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.