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Vice President of Credit Card Operations

2 months ago

Jacksonville, Florida, United States InfiCare Staffing Full time

Job Title: Vice President of Credit Card Operations

Position Type: Full Time / Permanent

Location: Onsite

Overview:

The primary responsibility of this role is to oversee the Customer Assistance Center for Debit and ATM Claims, as well as manage In-Branch (Call Center) operations. This includes handling inbound calls from customers reporting fraudulent online banking activities and addressing customer complaints. The leader will ensure that operations run smoothly while maintaining high service quality standards.

Key Responsibilities:

  • Drive and exceed performance metrics aligned with Service Level Agreements.
  • Inspire and lead the team through recognition and team-building initiatives.
  • Establish and monitor production and quality benchmarks.
  • Conduct regular team meetings to review performance and implement necessary changes.
  • Participate in quality assurance meetings to enhance service delivery.
  • Manage the Profit and Loss (P&L) for the account effectively.
  • Collaborate with senior management and assist in strategic planning.
  • Organize and facilitate weekly and monthly business review meetings with stakeholders.

Qualifications:

  • Minimum of 10 years in the banking sector, with at least 5 years in leadership roles managing Debit Card and ATM fraud services.
  • Proven track record of leadership and initiative in a fast-paced environment.
  • Strong understanding of client business priorities and operational risk management.
  • Exceptional attention to detail and excellent customer service skills.
  • Ability to motivate teams and drive them towards achieving set objectives.

Preferred Experience:

  • Experience in managing teams in Fraud operations and collections is highly desirable.

InfiCare Staffing is an equal opportunity employer committed to fostering a diverse workforce. All qualified candidates will be considered for employment without regard to race, color, religion, sex, disability, or any other protected status.