Senior Manager, Transaction Dispute Intake

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GENERAL FUNCTION:

Senior level contact center leader responsible for the transaction dispute service across multiple sites both onshore and offshore. Provides strategic and tactical leadership and direction to Disputes Intake Managers, Supervisors and Representatives to meet departmental service level, financial, productivity, and employee engagement goals while driving a positive customer experience. Represents the Disputes Department in initiatives and projects across the Bancorp with a focus on customer experience, service level targets, employee and customer experience, business growth and process scalability. Responsible for evaluating, monitoring, and reporting key performance measurement and quality goals and ensuring overall compliance with regulatory requirements as well as mitigating the risk of future losses or correct operational servicing issues.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responsible for leading and developing a team managing dispute intakes involving fraud and non-fraud on all dispute type cases (debit cards, credit cards, wire, Zelle, ATM, ACH, and online bill pay).

• Manage domestic and off-site resource allocation in workforce planning.

• Set and achieve performance targets for intake phase of our dispute service. This includes client satisfaction, financial performance, employee development and engagement targets.

• Ensure a high-quality of intake such that the resolution and recovery team is enabled to provide a quick and timely response to the customer and to best enable recoveries.

• Partner closely with relevant stakeholders to ensure strong partnership focused on strategic initiatives, core business/contact center performance and change management.

• Work with appropriate stakeholders to anticipate changes to call volume and champion development of appropriate staffing and training plans to ensure client experience and employee engagement targets are met.

• Design initiatives and procedures to improve efficiency leveraging Lean Six Sigma tools and experience and maintain compliance with regulatory guidelines.

• Respond to changing circumstances and provide and execute solutions with agility.

• Evaluate and enhance process controls as necessary to reduce risk and improve efficiency.

• Promote teamwork and cross training.

• Serve as a liaison and subject matter expert for internal and external audits and examinations, as well as special projects as assigned.

• Stay current on the fraud and disputes evolving landscape including horizon regulations, industry best practices and technology advancements.

• Ensure service level compliance for deposit fraud claim processing.

• Respond to complex questions from customers and internal staff members regarding area activities.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid, and constructive performance feedback, developing employees to their fullest potential and providing challenging opportunities that enhance employee career growth, developing the appropriate talent pool to ensure adequate bench strength and succession planning, recognizing and rewarding employees for accomplishments.   

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor’s degree or equivalent experience.

• Ten+ years of banking operations experience, preferable  in call center, customer service, or comparable area.

• Seven+ years of management or leadership experience.

• Strong leadership skills, with the demonstrated ability to collaborate and build relationships.

• Initiative, a detail orientation, strong analytical skills, and d