Supervisor, Fraud - BankCard Security

Commerce Bank•Kansas City, MO

3d•Hybrid

About The Position

As a leader supporting a 24/7 contact center environment, flexibility is key. This role may require overnight work on a periodic basis, including participation in "Moments That Matter" before activities to connect with and support overnight team members. Occasional weekend availability may also be needed to support system upgrades, implementations, business continuity efforts, and other responsibilities aligned with the role.

Requirements

Strong knowledge of the accounting field
Ability to manage various projects, deadlines, and demands simultaneously
Strong analytical and organizational skills
Excellent customer service skills and ability to research answers and solutions
Ability to maintain a high degree of confidentiality
Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork
Self-starter with strong decision-making skills and the ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Strong proficiency with Microsoft Outlook, Word, Excel and an understanding of PowerPoint
Associate’s degree in Business Administration or related field or equivalent combination of education and experience required
3+ years fraud investigative or related experience required
1+ year supervisory experience required

Nice To Haves

2+ years banking experience preferred

Responsibilities

Oversee department workflow and effectively communicate decisions, priorities and relevant information to team members
Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations and answer day-to-day questions for team members
Accurately process financial adjustments with approvals
Provide support and serve as point of contact for the Customer Advocacy Program through research and resolution of customer complaints and escalated phone calls
Maintain and modify departmental policies and procedures to consistently ensure compliance with CFPB and Federal Regulators
Assist in preventing or limiting financial losses and monitor accuracy and production goals of each area
Collaborate with team members and other internal departments for process improvement or issue resolution
Work with department management to deliver weekly reports
Perform other duties as assigned