Enterprise Fraud Service Supervisor

Job Description and Requirements

The Enterprise Fraud Service Supervisor will lead a dynamic team of fraud service specialists in our fast-paced contact center environment. Coach and mentor the team to excel in member service, time management, and case creation, ensuring a positive and efficient experience for every interaction. This role is critical in maintaining the highest service standards and minimizing fraud losses while fostering a culture of continuous improvement and collaboration.

Essential Functions & Responsibilities:

• Establish and monitor key performance indicators (KPIs) to optimize team effectiveness in member service. Provide regular feedback, coaching, and development opportunities to enhance individual and team performance.
• Guide the team in conducting thorough case creation for reported fraud, ensuring adherence to all regulatory standards, policies, and procedures.
• Empower the team to deliver exceptional service to members who have experienced or suspect fraud. Ensure prompt resolution of inquiries and concerns while maintaining empathy and professionalism.
• Stay abreast of industry best practices and regulatory requirements related to fraud  and ensure the team operates in full compliance.
• Foster a positive and supportive team environment that encourages knowledge sharing, collaboration, and open communication.
• Model exceptional communication, problem-solving, and decision-making skills while inspiring the team to achieve their full potential.
• Effectively handle escalated member calls and complex fraud cases, providing timely and accurate resolutions.
• Participate in the recruitment and selection process for new fraud specialists. Identify and nurture high-potential employees for career advancement while managing time cards, personnel issues, training, and counseling.
• Proactively identify opportunities to enhance contact center workflows, tools, and technologies to optimize fraud prevention and member service while collaborating with cross-functional teams to continuously improve internal processes.
• Must be flexible to travel and represent RBFCU. Cultivate relationships with industry peers, law enforcement agencies, and financial institutions to share intelligence and collaborate on fraud prevention initiatives through ongoing training, seminars, conferences, and compliance certification.

*This job may be eligible for work from home - hybrid schedule (please refer to the Remote Work Capability and Work From Home section of the Employee Handbook).

Requirements:

• High School Diploma or GED
• Minimum five years of previous job related work experience
• Less than one year of previous job related management experience
• Must be able to work a flexible Monday-Saturday schedule
• Type and 10-key by touch
• Proficient in utilizing PC, software, and other office equipment
• Must have good communication and interpersonal skills

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.