Credit One Bank Careers

Fraud Relationship Manager in Las Vegas, NV at Credit One Bank

Date Posted: 9/6/2018

Job Snapshot

Job Description



Position Summary

 

This position will manage vendor relationships, drive operational excellence, and partner with internal teams to positively impact customer experience. The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation.

 



Summary of Essential Job Functions

 

  • Develop and implement departmental procedures and system enhancements to improve customer experience.
  • Serves as a Subject Matter Expert for new business processes and products handled by partners.
  • Drive performance to make sure all interactions are meeting targeted expectations.
  • Remotely monitors staff and compiles agent and process improvement recommendations as necessary.
  • Demonstrate behaviors consistent with the company’s expectations as it pertains to interactions with customers, colleagues and vendors.
  • Coordinates and leads monitoring sessions and conducts video calls with partners.
  • Serves as point of contact for assigned processes with all partners.
  • Manages processes through utilizing and developing agent and site level reports.
  • Travel to international and domestic sites to provide hands on management.
  • Coordinates and leads partner audits.
  • Performs other duties as assigned.

Job Requirements



Position Requirements

 

  • 3+ years Fraud Operations Knowledge including but not limited to:
    • Chargeback (operations management & reporting)
    • FDR program knowledge
    • FDCQ program knowledge & reporting skills
    • Documented understanding of aging and segmentation as it relates to managing volume & Service Level expectations (internal & external)
    • Secure file sharing with vendors through FTP including report experience
    • Fraud regulation management in an operations environment
    • First Track case management & reporting experience
    • Proven track record of creating strategic forecasting in relation to volume
  • Excellent interpersonal and relationship-building skills
  • Excellent written and oral communication skills
  • Excellent customer service skills with the desire to exceed expectations
  • Bachelor's degree preferred
  • A track record of conceiving and delivering innovative solutions that support the customer experience.
  • Demonstrated people leadership and development success with large organizations.
  • A sincere passion and obsession for customers
  • Strong technical and analytical aptitude
  • Demonstrated project management success
  • International travel required
  • Strong business judgment
  • Expert skills in Microsoft Office

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