Fraud Claim Investigations Team Leader

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank.  Merrick operates three main business lines:  credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Position Summary:

The Team Leader is considered the subject matter expert and responsible for the day-to-day direct supervision of a group of Fraud Investigators in their efforts to investigate and recover on credit card fraud claims. This role is responsible for performing daily monitoring of associates’ queues to ensure that timely and reasonable investigations are performed in compliance with regulatory and procedural guidelines.

Essential Functions:

• Manages a team of fraud investigators to coordinate and monitor daily workflow to ensure compliance with departmental policies and procedures as well as resolves escalated situations including customer calls where applicable
• Sets and enforces operating goals and objectives for staff and implements and follows through with solid plans for achievement including and not limited to productivity and attendance
• Answers and assists associates with questions related to policies and procedures and manages and responds timely to clients’ requests or other business unit requests and inquiries
• Performs highly complex duties and independent decisions, including identification, investigation, and resolution of high risk or sensitive fraud cases, root cause analysis of fraud losses, and quality assessment, monitoring and reporting
• Serves as subject matter expert for training, procedure documentation, and process improvement projects
• Provides statistical reporting for leadership to communicate department productivity and effectiveness
• Collaborates on investigations with appropriate business partners
• Influences, monitors and/or backs up the team on fraud investigations and other job functions as needed
• Reviews daily, weekly, and monthly reports to ensure all claims are resolved within applicable regulatory time frames
• Ensures recoveries are maximized through effective inventory and chargeback management.
• Evaluates, and coaches employees in the performance of their duties and follow through when not meeting required expectations, including performing new hire assessments
• Reviews all aspects of suspicious accounts and suspicious activity notifications before they are sent to the clients
• Performs other duties and special projects as requested by Supervisor or manager

Education and Experience:

• High School Diploma or equivalent education required
•  Three (3) years of security/fraud investigations, fraud detection or credit card operations experience required
• Two (2) years of management/supervisory experience preferred

Summary of Qualifications:

• Comprehensive understanding of consumer banking policies, practices, and regulations.
• Ability to handle multiple tasks simultaneously and continually meet deadlines.
• Demonstrate strong oral, written and interpersonal skills
• Proficient in PC skills, including Excel, Word, and Outlook.
• Strong oral and written communication skills.
• Advanced skills in research and problem resolution typically obtained via seven or more years banking or other equivalent work experience
• Adaptable and flexible in responding to deadlines and workflow fluctuations
• Ability to motivate and influence staff to reach both daily and monthly objectives.
• Flexibility to work