You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

As an Fraud Team Leader in Inbound, you will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance. 

Job responsibilities

Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business Make informed business decisions using your skill set, subject matter expertise, documented policies and procedures, empowerments and relationships Identify process improvement opportunities, recommend solution(s), contribute to process/policy change led by change management leadership team, and implement changes Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards. Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation.

Required qualifications, capabilities, and skills

High School diploma/GED Minimum 2 years leadership Minimum 3 years customer service experience Verbal and written communication skills Influencing skills Change implementation skills Prioritization skills Data analysis skills

Preferred qualifications, capabilities, and skills

Previous financial industry experience 2 years of experience in a call center environment, for call center roles

Work schedule

Work hours will vary within a fulltime, 40 hour per week schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends and holidays. Specific information will be provided by the recruiter.  This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours. You will be required to attend training onsite, regardless of your work location. Your schedule and work location will be established based on business needs (e.g., working onsite, at your home office, or a combination of both).