At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

Customer Authentication & Fraud Experience Team Manager

Exciting career opportunity available for existing Team CAFÉ members!

Join us at as a Team Manager for the Customer Authentication & Fraud Experience (CAFÉ) team! In this role, you will be a critical leader in the defense against fraud, detecting and decisioning high risk credit and debit card activity. You will work in a highly collaborative, fast-paced environment, where customer experience and fraud prevention are our passion. Join the CAFÉ team, where you will feel valued and inspired and lead a team of talented fraud professionals.

The successful candidate will develop a thorough knowledge of the process and procedures for credit and debit cards, from the customer authentication and application stage to transactional use of the product. The Team Manager will lead a team of Fraud Analysts who perform research and risk mitigation associated with transactional fraud review, new account and customer validation, payment review, and identity theft prevention. Customer experience is always our top priority.

In this role, the successful candidate will monitor and evaluate work performed by team of direct reports, provide coaching, feedback, and training to drive best in class performance. The Team Manager ensures the team is exceeding quality and production standards and consistently delivery exceptional customer service during every interaction. Career development is a top priority, and the Team Manager plays a critical role, mentoring and developing the team to become fraud professionals.

Start Date: February 20th, 2023

Shift: 8:00am-5pm Monday-Friday Central Time

Must live in MN,OH, KS, FL or ND

Responsibilities Include:

• Lead a team of Fraud Analysts to deliver upon departmental targets surrounding quality, production, and customer experience

• Provide coaching, feedback, training, and support for team of direct reports

• Recognize, reward, and celebrate the success and accomplishment of the team through appropriate channels

• Take ownership of customer complaint issues and ensure prompt, accurate resolution

• Maintain a working knowledge of fraud prevention guidelines, operating system processes and procedures, and regulatory and policy requirements. Identify fraud trends and escalate appropriately

• Manage the operations activities for the assigned team by planning and scheduling departmental activities
• Review and recommend new methods and procedures to make daily operations in assigned area more efficient
• Interface with other departments, regions, vendors, agencies, etc. to resolve customer service or fraud prevention issues. Follows up with resolution of problems to ensure timely response and customer service
• Implements and monitors tracking and performance monitoring mechanisms. Provides reports to keep senior managers informed of operations activities; makes formal presentations to senior management as required
• May develop, monitor and track business performance against goals for assigned team. Ensures quality control, customer experience, and volume and aging goals are met.

We offer the opportunity for career growth and development in a supportive, professional, and pleasant work environment, with competitive salary and an outstanding benefit package including:

• Health
• Dental
• Vision
• Life insurance programs for the employee and family
• Short and Long Term Disability
• Paid time off, including volunteer time and the opportunity to purchase additional vacation time
• Generous tuition reimbursement program
• Banking discounts
• 401K with company match and pension programs

We are looking for a career minded leader – who is as passionate as we are about serving our team and our customers – who enjoys the thrill of problem solving – who wants to make a difference in the communities where we live and work. Our industry leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. Apply today and explore what’s possible with a career at U.S. Bank.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

Benefits:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.