• Fraud Supervisor

    Job Locations US-CA-Rancho Cucamonga
    Req No.
    2018-2828
    Category
    Management
    Type
    Full-Time
  • Overview

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Fraud Supervisor to supervise activities and daily operations of the Card Member Security personnel in reviewing and resolving Fraud Alerts and the Hot Card Service, ensuring quality customer care to members of CO-OP Financial Services credit unions while managing special projects as assigned.

     

     

    Responsibilities

     

    • Develops, coaches, trains, reviews and documents employee performance and attendance to maintain productivity levels and increase department effectiveness.
    • Mentors Fraud Analyst team and conducts individual monthly performance meetings to discuss performance results and identify where additional coaching may be needed. Maintain a high level of visibility with staff to help resolve issues.
    • Monitors staff calls to observe employee accuracy, professionalism and quality of care in serving our credit unions’ members and clients. Provides immediate feedback to staff and recommends corrective action to address client and/or manager concerns.
    • Maintains productivity and availability of department. Serves as escalation point to communicate promptly to I.T., Systems & Support, and FIS when related applications are unavailable, including extended evening hours and weekends, to ensure timely recovery.
    • Manages daily department workflow assignments and processes to enhance departmental effectiveness.
    • Responsible for ensuring that exceptional service is delivered to both internal and external clients by “doing what’s right for credit unions.”
    • Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
    • Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.
    • Creates and distributes weekly staff shift schedules to ensure proper coverage is available for varied case and call volumes. Reacts timely to fluctuating department volumes.
    • Serves as escalation point and resolves customer issues escalated by team members regarding cases and other department issues. Interacts in a professional manner and promotes team work within Card Member Security and between departments.
    • Acts as escalation for mishandled Falcon cases and documents credit requests for reimbursement of negative financial impact to clients.
    • Report trends across single and multiple financial institutions to Risk Analysts.
    • Assists with investigations and evaluates fraud by contacting cardholders as necessary to support staff and maintain productivity.
    • Provides phone support as required with high inbound call volumes from cardholders and financial institutions to ensure call queues are consistently minimal. Treats each caller with respect, enthusiasm and professionalism.
    • Fully comprehend and be able to interpret case management system in order to assist and answer client, member and staff questions.
    • Fully comprehend all applicable Fidelity (FIS)/CO-OP applications and products, both current and new.
    • Handle and/or oversee any special projects as assigned by management.
    • Must react to change productively and handle other essential tasks as assigned.
    • Regular attendance and punctuality as a full time employee in order to daily exercise all of the essential functions.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    Qualifications

    • High school diploma or general education degree (GED); with at least 2-3 years of Call Center supervisory experience.
    • Minimum of 12 month experience as a Client Services Specialist I preferred or related external position required with additional experience in a financial institution or EFT industry.
    • Internal candidates must have been at performance level 3 for the last twelve months. 
    • Knowledge of Microsoft Office applications. 
    • Familiarity of current fraud electronic payments fraud trends.
    • Strong technical, organizational, prioritization and management skills.
    • Demonstrated decision-making and problem solving skills. 
    • Ability to utilize performance metrics and productivity reports.  

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.

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