Member Care Fraud Supervisor Position Available In Guilford, North Carolina

Member Care Fraud Supervisor Allegacy Federal Credit Union – 3.2

Greensboro, NC Job Details Estimated:

$52.2K – $68K a year 9 hours ago Qualifications Management Customer service Mid-level Microsoft Office Analysis skills Supervising experience Bachelor’s degree Organizational skills Fraud prevention and detection Leadership Communication skills Banking Time management

Full Job Description Description:

Role Accountability At Allegacy, there’s a common thread that runs through all of us. It is our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. Nature and Scope This position reports to the Manager Member Care. The Member Care Fraud Supervisor is responsible for managing and overseeing Fraud Support Specialists, ensuring efficient and effective resolution of customer fraud inquiries, and implementing fraud prevention strategies. This role involves a mix of leadership, customer service, technical proficiency, and analytical skills. The Fraud Support Team will be the initial point of contact to assist with inbound member inquiries in a call center environment, as well as team member inquiries. The Fraud Support Team will work closely with fraud, compliance, retail banking and operations to assist with fraud-related member inquiries. This role requires the ability to triage work assigned, provide guidance to team on next best steps as well as resolve 1st level escalations. Ensure that team is providing clear and timely documentation of all findings. Specific Accountabilities Lead team of Fraud Support Specialists to directly assist members, team members, front line and back-office functions with questions involving instances of fraud and potential fraud. Ensure that team members are providing guidance on the appropriate course of action and effectively communicating established Service Level Agreements (SLA’s). Supervising, coaching, training and mentoring Fraud Support Specialists to ensure they have the necessary skills and knowledge to meet performance goals and provide effective customer service. Collaborate with Fraud Department to ensure alignment on goals, streamlining of workflows and refinement of processes to meet SLA’s that meet the needs of members and team members. Assigning tasks, monitoring performance, and providing feedback to team members. Hiring, training and developing team members. Assist with development and implementation of training curriculum for team members. Conducting performance evaluations and addressing employee concerns. Overseeing the initial intake of processing fraud and dispute cases, from initial reporting to resolution, including documenting, tracking progress and that appropriate follow up guidelines are being provided. Monitoring and analyzing changes in fraud trends and call volumes to identify emerging threats to mitigate potential fraud risks. Identifying and recommending process improvements to enhance fraud detection and resolution efficiency, including optimizing workflows and training programs. Staying informed about techniques, technologies, industry regulations and best practices related to fraud prevention and compliance. Ensuring compliance with legal and regulatory requirements related to fraud prevention and reporting.

Requirements:

Knowledge, Skills and Abilities Must have sound understanding of banking operations, processes, regulations and compliance within the fraud environment. Must have strong analytical and problem-solving skills. Excellent communication skills, both written and verbal. Excellent interpersonal skills. Must be detail oriented with strong organizational skills. Must have excellent time management skills. Must be able to work in a call center environment. Must be flexible and able to shift resources and priorities as required. Ability to lead and motivate a team. Ability to demonstrate proficiency in relevant software and tools. Knowledge of fraud prevention and detection techniques. Ability to work independently and as part of a team in a collaborative environment. Ability to handle sensitive and confidential information and matters. Must be able to effectively prioritize tasks in a high-pressure environment. Should possess a strong commitment to providing excellent service to Allegacy members and team members. Education and Experience Minimum of two years management or supervisory experience, preferably in a fraud related role. Bachelor’s Degree preferred or equivalent combination of education and experience. Proficiency with Microsoft Office. Knowledge of fraud related regulations and reporting requirements preferred.