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.
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!
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
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.