Description
The position will be responsible for coordinating daily workflow related to agent and consumer complaints and fraud investigation. This position is a hands-on position and will perform fraud investigations duties as necessary to meet deadlines. This position will assist with scheduling fraud clerks, fraud detection representatives, and fraud investigators to ensure adequate coverage to meet established service level agreements and regulatory requirements. The position is responsible for directing team members to ensure workload balancing and to obtain maximum operational efficiency. In addition, the Work Director will also manage and monitor fraud risk as it relates to MGI's various products as well as handle escalated support calls.
Principal Accountabilities:
40%
1. Monitor workloads and direct staff to ensure service levels are met. Develop shift schedules and assist management with measuring staff performance. Perform QA measures via call, email, and/or investigations auditing to ensure high quality standards are met.
25%
2. Generate fraud operations related reports used for individual and department performance management.
10%
3. Provide backup support for fraud investigations duties
10%
4. Maintain department procedural manuals and conduct department training, including new hire orientation.
10%
5. Direct and/or consult other functional areas of MGI in operational, communication and/or fraud related matters.
5%
6. Review, research and document all appropriate information pertaining to reported fraud losses. Make recommendations for system and process enhancements to mitigate future losses. Prepare and sign off on audit control reports.
Skills and Experience Required:
The ability to model the Corporate Values of Respect, Courage, Passion, Teamwork and Integrity. (required)
- Communication, leadership, ability to drive change, innovative outlook and problem analysis skills. (required)
- Bachelor's degree in finance, accounting, business or equivalent related work experience. (required)
- Previous experience in leading and/or supervising a team, including the ability to motivate and develop staff members. (required)
- Ability to work independently and with minimal supervision (required)
- 1 year minimum previous experience in a fraud operations environment (required), 2+ years experience preferred.
- Strong analytical and interpersonal skills. (required)
- Strong PC and technical skills including proficiency with Microsoft Outlook, Word, Excel, and Power Point. (required) Proficiency with Oracle and fraud case management systems (strongly preferred)
- Ability to make real time immediate decisions related to fraud and other business activities. (required)
- Strong written, verbal and interpersonal communication skills. (required)
- Experience performing in a fast paced, dynamic environment. (required)
Special Considerations:
Willingness to work second shift may be inquired.
NT_MNSTR
