Fraud Supervisor

Fifth Third Bank • Cincinnati, OH

3h • Onsite

About The Position

Fraud Supervisors facilitate workflow, monitor productivity/performance for fraud functions, and ensure staff compliance with Bancorp policies and procedures. The first level of management in Fraud Operations, incumbents provide leadership to an operation team of Fraud Analysts. Fraud Supervisors serve as an internal expert on problem resolution best practices, providing guidance to functional areas and lines of business to address risk to the Bank, as well as improving the overall customer experience. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• Bachelor's degree or equivalent work experience required.
• Five + years’ experience in banking, financial crimes, or equivalent experience, with one year of supervisory experience preferred.
• Expert level knowledge of fraud department processes and products to serve as the first line of support in resolving internal and external customer issues.
• Demonstrated leadership skills in creating an environment where employees are excited, engaged, and capable of delivering optimum performance.
• Resourceful, flexible, high energy, and assertive.
• Strong organization and communication skills.
• Ability to negotiate and collaborate with others, initiate action, adapt to change, make difficult decisions and accept challenging assignments.
• Must be proactive in identifying potential concerns and following up to resolve issues.
• Possess the ability to work independently and meet deadlines.
• Must be proficient with a variety of computer-based systems and Microsoft Office products.

Nice To Haves

• Criminal justice, business, or accounting field of study preferred.
• one year of supervisory experience preferred.

Responsibilities

• Manage a team of direct reports to ensure efficient and effective management of the team, coaching to meet performance, quality of work and customer service standards.
• Monitor staff and performance daily for production output to meet required fraud function deadlines and communication service level performance.
• Assist in the development of training programs as well as policies and procedures for the department.
• Participate in setting departmental performance measurements and hold staff accountable.
• Conduct staff meetings and daily or weekly team huddles to ensure team is kept up to date on bank and fraud department policies/procedure changes.
• Serve as a liaison with Information Technology in the development, enhancement, and ongoing maintenance of Fraud Operation systems.
• Communicate significant issues to management, making recommendations when weaknesses are identified.
• Promote teamwork and the cross training of employees.
• Handle escalated customer/client account inquiries to resolve complex issues involving actions as a result of fraud or suspicious activity.
• Ensure appropriate escalation of customer service, operational and/or employee problems.
• Serve as subject matter expert on project teams as requested.
• Work alert queues, cases, and assist with fraud communication calls/chat, as needed.
• Assume additional responsibilities and lead special projects as assigned.
• Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

Benefits

• comprehensive benefits
• differentiated compensation offerings
• incentive compensation plan
• extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Manager