General Description
Manage 24/7 Call Center and Fraud Monitoring teams keeping workforce engaged, providing guidance and direction to ensure fraud prevention strategies are executed in the most optimal way. Evaluate processes, tools, and systems to recommend and implement changes as necessary to continuously improve level of productivity and effectiveness in controlling fraud risk while minimizing customer friction and providing best possible service.
Essential Duties and Responsibilities
Responsible for the evaluation, analysis, development, and documentation of internal procedures, and operating instructions, to ensure standardization, effectiveness and compliance in the execution of operating and customer service practices.
Responsible for maintaining proactive and effective escalation processes and ensuring that training for employees is adequate and fills the changing needs of the operation.
Develop, manage, promote, and integrate all aspects of the assigned area to meet both, client needs and organization objectives.
Accountable for the overall management of the area, including having an effective budgetary and financial oversight.
Plan, coordinate and manage strategic goals by defining objectives; evaluating outcomes, trends and options
Analyze fraud trends and recommend strategies and tactics to control fraud risk and mitigate losses
Continuously revise and update processes, measurements, programs, and policies to improve expected outcomes
Ensure resources are available to properly execute fraud prevention strategies
Evaluate training methods and tools to implement changes ensuring employees always have the necessary knowledge and tools to perform their daily tasks and accomplish overall goals of the business
Proactively manage work schedules to ensure capacity is always aligned with business needs and work volumes
Evaluate and assign special projects keeping track of progress and looking for continuous improvements and development opportunities for employees
Manage escalation process with customers and make effective decisions when unpredictable situations arise
Supervisory Responsibilities:
Provide direction and guidelines to employees
Ensure work is performed according to bank policies and procedures
Prepare performance evaluations and suggest areas for development and discuss results with management
Effectively establish and communicate the goals to staff members, gain commitment and establish action plans
Provide coaching, recognition, motivation and skill development to staff members on a consistent basis
Responsible for planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance of its people
Foster a spirit of teamwork allowing for disagreement over ideas as well as diversity
Minimum Education
Bachelor's Degree in Business Administration
Experience
At least 5 years of experience directly managing teams and working knowledge of call center environment. Fraud management experience and knowledge of related systems strongly preferred, but not essential if candidate brings strong leadership and management skills with experience managing large teams
Competencies
Accountability (L)
Analytical Discipline (L)
Building Effective Teams (L)
Change Agent (L)
Customer Centric (L)
Developing People (L)
Strategic Thinking (L)
Character (L)
Other Qualifications
Fast learner to achieve quick understanding of the daily functions, processes and procedures of the Fraud area.
Effective leadership and coaching skills to give direction to the team, attend customer needs and promote continuous improvement initiatives.
PC skills, systems savvy and dexterity of Windows Microsoft Office applications (Word, Excel, Power Point etc.).
Fully bilingual in English and Spanish.
Capacity to work under pressure in a multitasking/ fast pace environment.
Ability to work on multiple projects simultaneously, managing time and resources to ensure work is completed efficiently and within established timeframes.
Aptitude to make decisions quickly with effective organizational, problem-solving and analytical skills.
Self-motivated and experienced managing staff in a team-oriented environment.
General knowledge of state specific legislation as well as regulations of the bank’s governing agencies.
Working knowledge of banking products, services, policies, procedures and regulations.
Evident people skills and ability to establish and maintain excellent working relationships with employees, peers and other leaders across the organization.
Popular Inc., is an Equal Opportunity Employer
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Manager, Call Center Manager, Call Center Supervisor, Call Center, Management, Customer Service
