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Supervisor, Fraud Operations

Date posted 08/15/2019 Requisition Number: 242715BR Location: United States - Missouri - Kansas City Area of Interest: Customer Operations, Customer Service, Finance and Accounting, Mobile Position Type: Full Time
Job Summary
The Supervisor, Fraud Operations is responsible for the supervision and development of employees, policies and procedures for proactive fraud detection, prevention, and client repair. This role will coach representatives on the keys to delivering consistent, accurate and timely results in the performance of their duties. As the Supervisor, he or she is expected to be the subject matter expert and a source of information to guide employees and make recommendations to management.

Major Duties and Responsibilities
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Provide overall supervision and management to fraud operations employees
  • Ensure that departmental standards regarding professionalism, courtesy and productivity are maintained
  • Provide regular coaching and development to staff to maximize productivity
  • Resolve internal and external customer escalated situations
  • Provide statistical reporting for leadership to communicate department productivity and effectiveness
  • Ability to quantify risk and exposure and communicate the discoveries to upper level management
  • Collaborates on investigations with appropriate business partners
  • Motivate staff to reach daily and monthly management objectives
  • Hire, evaluate, coach and counsel employees in the performance of their duties
  • Utilize strong and solid comprehension of fraud and risk
  • Perform other duties as requested by manager
Qualifications - Skills / Abilities and Knowledge
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to plan, prioritize and organize effectively
  • Ability to supervise and motivate others
  • Experience with industry wide fraud detection tools
  • Experience with researching and decision making under stressful conditions
  • Strong time management skills with the ability to problem solve
  • Ability to develop process documentation
  • Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing system, etc.)
  • Knowledge of mobile phone products and services
  • Knowledge of general accounting and billing procedures
Education
  • Bachelor's Degree in related field or equivalent experience preferred (experience may be considered in lieu of a degree)
Related Work Experience
  • Related work experience - 6+ years
  • Prior leadership experience - 3+ years
#LI-CO

Working Conditions
  • Office environment
  • Exposure to moderate noise level

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13535 Business Unit: Customer Operations Apply Later

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