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Fraud Customer Escalation Group Manager - Meridian, United States - Idaho State Job Bank
Description
Fraud Customer Escalation Group ManagerSupport for legal/litigation requests and media inquiries are highly sensitive in nature and this role needs to ensure clear and accurate information is provided to key stakeholders as needed.
In addition, this role must ensure that the Fraud Escalations team is identifying root causes, as well as, recommending solutions and improvements within defined SLAs.
The Fraud Customer Escalation Team Group Manager will provide support across NAM Fraud including Retail Bank, Branded Cards, CRS, and Security Operations.
Excellent communication and interpersonal skills are required as well as a strong knowledge of how the various teams and processes across fraud work.
Key responsibilities:
+ Lead a centralized team responsible for researching and responding to all fraud related Level 3 customer escalations across all LOBs (Retail Bank, Branded Cards, CRS, and Security Operations) and transaction types (i.e. Debit, Wires, ACH, Checks, Credit Card, etc.) managed within NAM Fraud. + Senior point of contact for fraud related Level 3 fraud client escalations, legal/litigation cases, and media inquiries. + Build high performing team through ongoing leadership development, coaching, and delegation of key activities. + Develop strong collaborative relationships with key partners in the business (legal, ESPA, ERU, Private Bankers, etc.) and other fraud verticals including executive leadership. + Manage capacity plan, prioritization of resources, strategic optimization of Fraud Escalation function. + Provide thought leadership to drive continued evolution of Fraud Escalation function resulting in optimized processes, SLA adherence, improved quality, and enhanced client experience. + Ownership and optimization of Fraud Customer Escalation process ensuring robust monitoring, trend analysis, inventory management capabilities, and effective governance controls are in place. + Respon To view full details and how to apply, please login or create a Job Seeker account
