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Manager, Fraud Customer Service
Job Description:
- Lead Money Network Fraud support operations and provide day-to-day oversight of fraud inquiry handling to meet Service Level Agreements (SLAs), quality, and compliance targets.
- Direct triage, workload assignment, and escalation management to ensure timely investigation and resolution of fraud cases and disputes.
- Coach, mentor, and develop supervisors and associates, setting clear goals, conducting regular 1:1s, and providing actionable feedback and career guidance.
- Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies.
- Partner with Fraud Operations, Risk, Compliance, and partner clients to maintain alignment with fraud policies, dispute processes, and regulatory requirements.
- Monitor and analyze key fraud metrics—case volume, Average Handle Time (AHT), authentication accuracy, First Contact Resolution (FCR), and fraud-loss impact—and implement improvement plans.
- Conduct call and case quality reviews; strengthen documentation standards and intake accuracy; report emerging trends and escalate risk issues.
- Participate in recruiting, interviewing, and hiring; onboard talent and foster a high‑engagement, high‑integrity culture.
Requirements:
- 6+ years of experience in fraud or dispute operations within payments or financial services leading contact center teams that handle fraud inquiries and cases or equivalent combination of educational background, related experience and/or military experience.
- Experience managing and developing teams of supervisors and front-line associates.
- Experience delivering against SLAs, quality, and compliance targets using case management and workforce management (WFM) systems and Microsoft Office for analysis and reporting.
- Experience applying regulatory requirements to fraud and dispute handling (e.g., Regulation E) and documenting decisions to audit standards.
- Experience analyzing fraud patterns and key performance indicators to reduce loss and improve First Contact Resolution (FCR), authentication accuracy, and Average Handle Time (AHT).
Benefits:
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program
