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.