Manager, Backline Credit

Macy's

21d

About The Position

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.
Job Overview
The Manager, Billing Disputes & Fraud Claims manages the day-to-day operations of the Bill Adjustments function within Macy’s Credit & Customer Service (MCCS). They work closely with MCCS Management and business partners across locations to optimize business effectiveness. The Manager coordinates and completes assignments in collaboration with internal and external Macy’s partners and oversees and evaluates assigned employees.

Requirements

• Leadership and People Management: Ability to oversee and develop a team, including hiring, training, performance evaluation, coaching, and addressing employee concerns.
• Collaboration: Ability to work effectively with cross-functional teams, including MCCS Management and external business partners, to ensure operational consistency and maximize business effectiveness.
• Analytical Skills: Ability to review, analyze, and interpret reports on a daily, weekly, and monthly basis; identify trends and communicate changes to the appropriate business groups.
• Compliance and Legal Knowledge: Ensure legal requirements are met and departmental standards are consistently followed or exceeded.
• Problem Solving: Strong ability to resolve employee concerns and operational issues, ensuring smooth team and business operations.
• Communication Skills: Practice open, continuous communication and present information in a clear and concise manner.
• Technical Proficiency: Knowledge of MS Office programs to efficiently perform administrative tasks and data management.
• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

Nice To Haves

• 1-2 years of related experience preferred.

Responsibilities

• Oversee colleagues responsible for delivering excellent customer service through highly regulated backline bill adjustment functions; implement methods to enhance job knowledge, productivity, turnaround time, and work quality.
• Collaborate with Macy’s management across locations to ensure operational consistency and maximize effectiveness.
• Manage team operations, including interviewing, hiring, training, assigning work, evaluating performance, coaching, addressing complaints, and resolving employee concerns.
• Develop high-performing team members who understand the impact of their actions on customer accounts; provide training, coaching, and necessary tools or resources to support success.
• Review and analyze daily, weekly, and monthly reports; identify trends and communicate changes to the appropriate business groups.
• Ensure compliance with legal requirements and that departmental standards are consistently met or exceeded.
• Maintain regular and dependable attendance and punctuality.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Benefits

• Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.
• Some additional benefits we offer include:
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement
• Access the full menu of benefits offerings here.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees