Enterprise Partnerships, Card Disputes Operations Management, Analyst - Draper

Enterprise Partnerships, Card Fraud Operations Management, Analyst - Draper  

JOB DESCRIPTION

Platform Solutions Across Platform Solutions (PS), we power our clients to serve and create better loyalty with their own clients and customers by delivering agile and modern cloud-based, developer-centric financial solutions. PS is comprised of four main businesses, underpinned by key horizontal functions across engineering, operations and risk management:  

• Transaction Banking, a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers
• ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

 

Responsibilities

• Manage the day-to-day activities of a Card Dispute Operations teams at BPOs.
• Provide direction to team on productivity and SLAs, problem solving, setting timelines and next steps.
• Providecoaching, mentoring, and feedback to the team on a regular basis
• Educate Dispute Agents on identification and prevention of fraudulent activity.
• Conduct training, monitor quality and efficiency of customer contact handling and provide feedback on performance.
• Review existing operational processes and identify opportunities for continuous improvement.
• Review, identify and analyze KPI and performance indicators, and communicate potential risk to Dispute leadership.
• Coordinate the investigation of any dispute issue with the appropriate Stakeholders as appropriate.
• Communicate professionally with customers, merchants, financial institutions, BPO Leadership, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred.

 

Qualifications

• Bachelor's Degree or equivalent combination of education and fraud/dispute experience
• Minimum of 3-5 years of experience in financial services or related industries
• Minimum of 1-3 years of people management/BPO experience with a proven track record of strong leadership skills
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner
• Ability to research and make appropriate decision regarding complex cases 
• Must be self-directed, detailed-oriented, driven, and able to work independently in a team-oriented and fast-paced environment