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Company name : Spectrum
Location : Kansas City, MO 64133
Position : Supervisor, Fraud Protection Team
The Supervisor, Fraud Operations is responsible for the supervision and development of employees, policies and procedures for proactive fraud detection, prevention, and client repair. This role will coach representatives on the keys to delivering consistent, accurate and timely results in the performance of their duties. As the Supervisor, he or she is expected to be the subject matter expert and a source of information to guide employees and make recommendations to management.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Leverage various data points and data sets to drive decisions and understand /communicate the financial and customer impact on the business and respective goals.
Review and manage appropriate queues to ensure orders and disputes are processed and resolved in a timely manner.
Work across departments in reviewing transactions, troubleshooting issues and handling escalations.
Lead a team of Fraud Specialists with focus on their development in the fraud/risk management area and fraud loss mitigation techniques.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Ensure that departmental standards regarding professionalism, courtesy and productivity are maintained.
Provide regular coaching and development to staff to maximize productivity.
Resolve internal and external customer escalated situations.
Provide statistical reporting for leadership to communicate department productivity and effectiveness.
Collaborate on investigations with appropriate business partners.
Motivate staff to reach daily and monthly management objectives.
Hire, evaluate, coach and counsel employees in the performance of their duties.
Utilize strong and solid comprehension of fraud and risk.
Collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets.
Perform other duties as requested by manager.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to quantify risk and exposure and communicate the discoveries to upper level management
Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values
Ability to plan, prioritize and organize effectively
Ability to supervise and motivate others
Experience with industry wide fraud detection tools
Experience with researching and decision making under stressful conditions
Strong time management skills with the ability to problem solve
Ability to develop process documentation
Knowledge of mobile phone products and services
Knowledge of general accounting and billing procedures
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing system, etc.)
Bachelor’s Degree in related field or equivalent experience preferred; OR related experience
Related Work Experience
6+ years of Related work experience
3+ years of Prior leadership experience
Exposure to moderate noise level
Must be able to work evenings and weekends.
CCO401 318553 318553BR
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