What are the responsibilities and job description for the Fraud Operations Manager position at Credit One Bank?
Description
Position Summary
Credit One Bank is looking for a Fraud Operations Manager who will manage vendor relationships, drive operational excellence, and partner with internal teams to positively impact customer experience. The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation.
Summary Of Essential Job Functions
Position Summary
Credit One Bank is looking for a Fraud Operations Manager who will manage vendor relationships, drive operational excellence, and partner with internal teams to positively impact customer experience. The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation.
Summary Of Essential Job Functions
- Serve as a Subject Matter Expert for the business in processes handled by partners focusing on Customer Satisfaction, Customer Experience, and quality performance.
- Conduct analysis and identify business opportunities to increase brand loyalty.
- Drive performance to make sure all interactions are meeting targeted expectations.
- Oversee daily performance of multiple line of business.
- Provide coaching and feedback of results to agent and management.
- Remotely monitor staff and compile agent and process improvement recommendations as necessary.
- Proactively manage change in day to day business environment as it relates to Fraud Risk operational projects.
- Coordinate and lead monitoring sessions and process video calls with partners.
- Serve as point of contact for assigned processes with all partners.
- Manage processes through utilizing and developing agent and site level reports.
- Responsible for auditing and quality control to ensure that work meets quality standards.
- Travel to international and domestic sites to provide hands on management.
- Coordinate and lead partner audits.
- Perform other duties as assigned.
- 5 years of relevant experience.
- Excellent interpersonal and relationship-building skills.
- Excellent written and oral communication skills.
- Excellent customer service skills with the desire to exceed expectations.
- A track record of conceiving and delivering innovative solutions that support the customer experience.
- Demonstrated people leadership and development success with large organizations.
- Experience managing a globally distributed team of customer service agents.
- A sincere passion and obsession for customers.
- Strong technical and analytical aptitude.
- Demonstrated project management success.
- International travel required.
- Strong business judgment.
- Strong skills in Microsoft Office.
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