Manager, Fraud Team, Contact Center

Key Responsibilities:

• Customer Issue Resolution:
• Proactively resolve CSO and customer issues to minimize impact on satisfaction.
• Identify appropriate courses of action and communicate plans effectively.
• Review and resolve transactions beyond CSO jurisdiction.
• Ensure escalations are acknowledged and resolved within service turnaround times.
• Monitor adherence to rules, regulations, and procedures, escalating issues to senior management as needed.
• Team Coaching & Development:
• Conduct on-the-job training, mentoring, and performance appraisals.
• Identify individual and team training needs and develop improvement plans.
• Reinforce the bank's core values and ensure team members have necessary tools to excel in service.
• Monitor and document team performance results.
• Project & Escalation Management:
• Participate in special projects and initiatives, providing input and reporting.
• Review scam case reports (daily, weekly, monthly) and coordinate with relevant units to meet Service Level Agreements (SLAs).
• Handle escalation cases efficiently through collaboration with Business and Servicing Units.