Manage Day to Day Operations for a Team of fraud specialists and investigators
Assist team with all customer inquiries, regarding products, services, policies and procedures, customer issues, and escalated situations.
Investigate suspicious activity and behavior that could pose a risk to client’s customers like out of pattern card spend or anomalous account activities.
Be point of contact for escalated issues to verify transactions and handling incoming customer queries on card decline/account block/ unfamiliar charge on statement (through call, chat etc.) is part of the scope of this role
Maintains/reviews productivity reports and provides additional training/coaching to CSR's, to ensure performance metrics are met and assist management with concerns.
Demonstrated skills and competencies in assessment, problem solving, practices/policy administration/interpretation
Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion
Process orientation, including strong organizational and prioritization skills.
Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
Good communication, facilitation, and interpersonal skills.
Proficient with Microsoft Office products like Windows, Word, & Excel
Manage Day to Day employee related issues by providing appropriate resolution
Coach, Mentor and Motivate team with excellent people engagement
Qualifications
Qualifications
Minimum qualifications
Minimum 2 years as a Team Leader in a Fraud or Dispute Management environment
Should have had 15 to 17 people reporting in the role
Should have excellent team handling, management skills
Should understand and have experience in day to day contact center operations management
Additional Information
Preferred qualifications
Excellent Analytical and Communication (Verbal and written) skills
Self-motivated (Intrinsic) and execution oriented
Ability to work on multiple tasks and should be flexible to deliver beyond expectations
Team work and should have collaborative approach across 360 degrees (DRs/Peers/Superiors) management experience
Customer stakeholder Management exposure with good presentation skills
Ability to handle pressure - Timelines and Customer Demands
Should be flexible to work in rotational shifts and week offs