Fraud Service Supervisor

Randolph-Brooks Federal Credit Union•San Antonio, TX

3d•Hybrid

About The Position

The Fraud Service Supervisor will lead a dynamic team of fraud service specialists in a fast-paced contact center environment. This role involves coaching and mentoring the team to excel in member service, time management, and case creation, ensuring a positive and efficient experience for every interaction. The position is critical in maintaining the highest service standards and minimizing fraud losses while fostering a culture of continuous improvement and collaboration.

Requirements

High School Diploma or GED
Minimum of five years previous job-related work experience
Less than one year of previous job-related management experience
Type and 10-key by touch
Proficient in utilizing PC, software, and other office equipment
Must have good communication and interpersonal skills
Must be able to work a flexible Monday - Saturday schedule

Nice To Haves

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions

Responsibilities

Establish and monitor key performance indicators (KPIs) to optimize team effectiveness in member service.
Provide regular feedback, coaching, and development opportunities to enhance individual and team performance.
Proactively identify opportunities to enhance contact center workflows, tools, and technologies to optimize fraud prevention and member service.
Collaborate with cross-functional teams to continuously improve internal processes.
Guide the team in conducting thorough case creation for reported fraud, ensuring adherence to all regulatory standards, policies, and procedures.
Empower the team to deliver exceptional service to members who have experienced or suspect fraud.
Ensure prompt resolution of inquiries and concerns while maintaining empathy and professionalism.
Stay abreast of industry best practices and regulatory requirements related to fraud and ensure the team operates in full compliance.
Foster a positive and supportive team environment that encourages knowledge sharing, collaboration, and open communication.
Model exceptional communication, problem-solving, and decision-making skills while inspiring the team to achieve their full potential.
Effectively handle escalated member calls and complex fraud cases, providing timely and accurate resolutions.
Participate in the recruitment and selection process for new fraud specialists.
Identify and nurture high-potential employees for career advancement while managing time cards, personnel issues, training, and counseling.
Be flexible to travel and represent RBFCU.
Cultivate relationships with industry peers, law enforcement agencies, and financial institutions to share intelligence and collaborate on fraud prevention initiatives through ongoing training, seminars, conferences, and compliance certification.