Description
Credit One Bank is looking for a Fraud Operations Manager who 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.
-
Serve as a Subject Matter Expert for the business in processes handled by partners focusing on Customer Satisfaction, Customer Experience, and quality performance.
-
Conduct analysis and identify business opportunities to increase brand loyalty.
-
Drive performance to make sure all interactions are meeting targeted expectations.
-
Oversee daily performance of multiple line of business.
-
Provide coaching and feedback of results to agent and management.
-
Remotely monitor staff and compile agent and process improvement recommendations as necessary.
-
Proactively manage change in day to day business environment as it relates to Fraud Risk operational projects.
-
Coordinate and lead monitoring sessions and process video calls with partners.
-
Serve as point of contact for assigned processes with all partners.
-
Manage processes through utilizing and developing agent and site level reports.
-
Responsible for auditing and quality control to ensure that work meets quality standards.
-
Travel to international and domestic sites to provide hands on management.
-
Coordinate and lead partner audits.
-
Perform other duties as assigned.
-
5+ years of relevant experience.
-
Excellent interpersonal and relationship-building skills.
-
Excellent written and oral communication skills.
-
Excellent customer service skills with the desire to exceed expectations.
-
A track record of conceiving and delivering innovative solutions that support the customer experience.
-
Demonstrated people leadership and development success with large organizations.
-
Experience managing a globally distributed team of customer service agents.
-
A sincere passion and obsession for customers.
-
Strong technical and analytical aptitude.
-
Demonstrated project management success.
-
International travel required.
-
Strong business judgment.
-
Strong skills in Microsoft Office.
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.
