Manager, Fraud and Disputes Contact Center

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

 

This position will be responsible for leading a team in a 24x7, 365 day per year Fraud and Disputes Contact Center within the Fraud and Disputes Department in Consumer Banking Division of First National Bank. The team is comprised of Fraud Prevention and Disputes Specialists who monitor and verify potential fraudulent activity, as well as creating cases for disputed transaction. The manager will be responsible for creating a client focused culture that drives their team to be highly productive and meet/exceed monthly statistical goals. This manager’s ongoing responsibilities include frontline management of the team, staff development and achievement of business goals.

Hours are M-F 10:00AM-7:00PM or 9:00AM to 6:00PM CST
Hybrid Onsite for Wayne or Omaha (within 30 miles)

About This Role:

 

Implement People Management Accountabilities:

• Recruiting and selection for frontline positions within the department
  • Typically participating in New Hire class interviews 4-5 times per year
  • Ensure the right person is in the right role
• New Hire Onboarding
  • Ensure a high level of understanding as new hires transition from training
  • Complete weekly one on ones with new hires during first month in production
• Coaching and development of staff including quality of work, employee feedback, monthly 1:1 meetings and annual employee reviews
  • Complete Monthly Call Monitoring Evaluations
  • Complete in-moment coaching of high impact opportunities
• Assess team performance and communicate to ensure that each member of the team is aware of their performance, as well as execution of action plans to improve performance as necessary
  • Facilitate weekly team huddles
• Ensure proper and appropriate fraud risk practices and decisions are made in the department
• Partner with the Performance Improvement and Training teams on any additional coaching or training opportunities agents may have
• Promote positivity and build a high level of trust and professionalism within the department

Implement Core Management Accountabilities:  

• Develop a clear vision, strategy, and plan of action for your team
• Identify opportunities and provide input for the enhancement of technology, systems, policies and procedures – be an advocate for your team
• Lead and/or assist in the implementation of policy and procedure changes and ensure that all changes to policy or procedure are incorporated into the daily workflow
• Manage daily operations in the Fraud and Disputes Contact Center according to procedure including staff and workflows within budgeted expectations
• Ability to communicate with others at all levels through multiple channels
• Exhibit professional behavior and promote positive working relationships
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program as applicable to your job duties. Complete compliance training and adhere to internal procedures and controls as required

Communication, Building Relationships & Continuous Improvement:

• Ability to communicate with and influence staff, peers and senior leadership
• Work directly with various internal departments to further the goals of the department and enterprise

The Ideal Candidate for This Role:

 

• Experienced leadership skills to manage in a fast-paced environment and develop staff
• Demonstrated ability to manage and coordinate multiple tasks and functions while meeting deadlines
• Superior verbal and written communication skills
• Ability to work with a team of management peers to drive overall department success
• Ability to conduct department analysis and develop solutions/recommendations
• High level of enthusiasm and professionalism

Required:

• High School Diploma or GED
• 1+ years of Leadership or Management experience
• 3+ years Contact Center experience
• Proficient in Microsoft Office experience (Word, Excel, Power Point, Outlook)

Desired:

• Previous experience managing remote workers
• Previous banking experience or equivalent
• Previous experience with Fraud/Non-Fraud Disputes

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

 

Compensation range (base pay): $50,998.00-$84,148.00

This role may have a