Supervisor, Fraud Operations

ESL All Companies•Rochester, NY

1d•Hybrid

About The Position

This position is accountable for engaging, developing and supporting the Fraud Operations team, while ensuring the daily operational activities of the department are completed effectively, within mandated deadlines and in compliance with applicable regulations. In addition, this position is also responsible for meeting coaching expectations based on our published “Coaching Standards and Guidelines” as well as providing operational support to the Fraud Investigation Analyst and Fraud Managers as needed. The ability to participate in corporate projects, corporate procedure revisions and to perform system testing as a subject matter expert may also be required.

Requirements

Bachelor's degree or 4 years of directly related experience required
Minimum of 5 years in a supervisory and/or leadership capacity
Extensive experiencing in resolving conflict, conducting investigations/interviews while maintaining composure
Excellent experience in coaching, training and developing employee, customer and vendor relationships
Excellent interpersonal and relationship building skills
Excellent verbal and written communication skills
Excellent analytical/problem solving skills
Proficient in PC applications – Word, Excel and Power Point
Ability to calmly and efficiently work in a fast paced environment using data at hand to problem solve
Demonstrate teamwork behaviors
Demonstrates alignment with ESL’s Core Values, mission, vision, and purpose to help our community thrive and prosper

Nice To Haves

At least 7 years of supervisory experience preferred
At least 5 years of fraud, risk management, or operational experience at a financial institution preferred

Responsibilities

Select, motivate, develop, and recognize a competent staff to meet the current and future needs of the team and department
Foster an employee-oriented team culture that emphasizes quality, continuous improvement, high performance, and customer service
Schedules, coordinates, monitors and oversees all daily operational functions and direction of the fraud prevention specialists and investigators
Clearly communicate with all internal and external customers and employees to proactively address areas of opportunity
Drafts and presents risk reports and proposals to executive leadership and senior staff
Uncover performance opportunities and presents strategic action plans to department manager for approval and execution
Analyze workflow volumes to ensure appropriate level of staffing is in place to maintain the operational activities of the department
Establishes policies and procedures to identify and address risks in the organizations services and departments
Support the Performance Management Process - Conduct 1:1’s, review / create Performance and Improvement plans. Complete Performance Appraisals and participate in Merit and EIP recommendations
Utilize ESL’s rewards & recognition system appropriately
Responsible for ensuring internal compliance, audit and security controls are maintained
Review vendor reporting
Identifies, develops, coordinates and implements process improvements to maximize efficiency while maintaining strong member focus including all aspects of departmental processes
Monitor and ensures operational effectiveness is maximized
Collaborate with other departments that the Fraud Prevention & Investigation team supports to ensure we are continually meeting expectations
Provide oversight to ensure team’s work is reviewed for accuracy as deemed appropriate and handle escalation issues
Performing a risk assessments to evaluate the departments awareness and response to mitigating risk and loss
Identify and address cause of operational issues – taking necessary steps to prevent problems from recurring
Corporate and local project participation as subject matter expert
Provide backup support to the Fraud Operations Administrator and Manager as needed