Enterprise Partnerships, Fraud Contact Center Manager, Sr. Analyst - Draper

 

Platform Solutions Across Platform Solutions (PS), we power our clients to serve and create better loyalty with their own clients and customers by delivering agile and modern cloud-based, developer-centric financial solutions. PS is comprised of four main businesses, underpinned by key horizontal functions across engineering, operations and risk management:  

 

Transaction Banking, a cash management and payments platform for clients building a corporate treasury system.

Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers.

Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers.

ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds.

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

 

Responsibilities

• Manage the day-to-day activities of a Fraud Inbound contact center team.
• Monitor daily call and chat volume of Fraud Inbound representatives. 
• Lead, manage and supervise the day-to-day operations of a team of 12-15 contact center representatives. 
• Provide direction to the team on productivity, customer satisfaction, and quality metrics. 
• Educate Fraud Inbound representatives on identification and prevention of fraudulent activity.
• Review existing operational processes and identify opportunities for continuous improvement.
• Review contact data to identify and analyze trends to Fraud leadership.
• Coordinate the investigation of any fraud issue with the appropriate Stakeholders as appropriate.
• Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred.
• Conduct training, monitor quality and quantity of work and provide feedback on performance.
• Proven ability to lead by example, with a positive attitude. 
• Ability to lead teams and drive performance standards.
• Good interpersonal skills. 
• Excellent analytical and problem-solving skills (with a view to support changes to processes) and works well under pressure.
• Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills. 
• Strong customer focus.
• Ability to lead teams, juggle across various workstreams and drive performance standards. 
• Good leadership skills and the ability to motivate and develop staff. 
• Ability to manage and drive a culture of continuous improvement. 
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner.
• Ability to research and make appropriate decision regarding complex cases.
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.

Qualifications

• Bachelor's Degree or equivalent combination of education and credit card / deposits fraud experience.
• Minimum of 3-5 years of experience in financial services or related industries.
• Minimum of 1-3 years of contact center management with a proven track record of strong leadership skills.
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner.
• Ability to research and make appropriate decision regarding complex cases.
• Must be self-directed, detailed-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.