Senior Manager, Transaction Dispute Intake
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About The Position
Senior level contact center leader responsible for the transaction dispute service across multiple sites both onshore and offshore. Provides strategic and tactical leadership and direction to Disputes Intake Managers, Supervisors and Representatives to meet departmental service level, financial, productivity, and employee engagement goals while driving a positive customer experience. Represents the Disputes Department in initiatives and projects across the Bancorp with a focus on customer experience, service level targets, employee and customer experience, business growth and process scalability. Responsible for evaluating, monitoring, and reporting key performance measurement and quality goals and ensuring overall compliance with regulatory requirements as well as mitigating the risk of future losses or correct operational servicing issues.
