U.S. Bank Overnight Fraud Operations Manager in FARGO, North Dakota

The overnight department manager is responsible for managing a team of inbound telephone fraud and dispute representatives that work the overnight shift.

Positon Highlights:

  • Responsible for leading and directing staff responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims.

  • Initiating fraud claims, as well as providing information on currently existing fraud and dispute claims

  • Interfacing with multiple departments to service all customer needs in regards to fraud and dispute issues.

  • Providing leadership and direction, while coaching, providing feedback, and mentoring the overnight team manager and team members.

  • Providing a high level of service to our customers while maintaining service levels and mitigating financial risk.

  • Developing a strong working knowledge of our systems, policies, procedures and products. Interacting with internal departments to ensure the customers' and employees' needs are met.

  • Ensuring compliance with applicable internal policies and procedures and regulatory requirements.

  • Formulating and recommending practices to increase the effectiveness and efficiency of the department.

  • Monitoring production and service level standards; managing variable staffing; envisioning and articulating opportunities for change; controlling costs; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; and interacting with individuals at multiple levels of the organization.

The selected candidate for this position will be scheduled to work 10:00 PM to 6:30 AM, five days per week, which includes weekends on a rotating basis. Equitable days off will be given during the week in which a weekend shift is worked. Earn 10% more by working this overnight shift!

Qualifications:

Basic Qualifications:

  • High school diploma or equivalent

  • Three or more years of operations experience in the financial services industry

  • One or more years of supervisory experience

Preferred Skills & Experience:

  • Strong knowledge of operation functions, systems, policies and procedures for the assigned area

  • Thorough knowledge of computer applications and/or the equipment used in the assigned area

  • Good organizational, decision-making, and problem-solving skills

  • Well-developed customer relations skills

  • Strong interpersonal, verbal and written communication skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

  • Thorough knowledge of banking operations and human resources

Job: Operations

Primary Location: North Dakota-ND-Fargo

Shift: 3rd - Overnight

Average Hours Per Week: 40

Requisition ID: 180011472

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.