Payments & Fraud Supervisor

3 months ago

Jersey City, United States conduet Full time

Below are the responsibilities and qualifications that must be displayed to apply for this position:

Schedule

  • Hybrid Position. 3 days a week in office.
  • Ability to work weekends - one day of the weekend in office
  • Flexibility in schedule to accommodate necessary support.

Responsibilities

  • Responsible for the day-to-day management of the operations to ensure service delivery within the agreed quantitative and qualitative standards with a focus on team performance, customer satisfaction, and timely resolutions.
  • Assign workload to maintain agreed service levels.
  • Prepare workload and shift end reports for all clients.
  • Analyze, keep track of and monitor various fraud patterns and update the team accordingly on a regular basis.
  • Distribute and monitor reports and adhoc tasks.
  • Facilitate resolution of work-related issues of team members.
  • Coach the team members to ensure sustained contribution.
  • Provide training for new hires, and existing hires when necessary.
  • Assist team members in organizing and accomplishing own tasks.
  • Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner.
  • Liaise with other teams/clients and departments to resolve issues and to ensure quick First time resolution (FTR).
  • Handle escalations and follow up on issues with customers and or other departments.
  • Communicate assignments, milestones and deadlines to the team and individuals based on Team Leaders instructions.
  • Work on daily tasks, withdrawals, etc. when support is needed.
  • Ability to initiate outbound calls or handle transfers from customer service.
  • Speak on fraud trends, department performance, and new updates during weekly client meetings.

Qualifications

  • 2+ Years Experience in a Payments and Fraud position.
  • Sound knowledge of the different aspects of Risk work including Online Payments or Financial Services knowledge.
  • Ability to identify subtle fraud and abuse patterns.
  • Sound and demonstrable experience with fraud analysis and investigations.
  • Good communication skills and ability to effectively deliver feedback.
  • Self-motivation
  • Ability to perform well under tight deadlines within a dynamic environment.
  • Excellent command of Microsoft office tools.
  • Proven aptitude to work in a team and guide and influence others.
  • Strong logical reasoning skills with an analytical approach.

Additional Requirements (if applicable)

  • Bachelor’s degree strongly preferred.
  • AML/previous CS experience

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