Manager, Customer Advocacy - Risk and Fraud

Position Overview 

As a people manager, the Manager, Customer Advocacy  — Internal Risk and Fraud leads a team of Customer Advocates while ensuring effective and efficient operations, delivery of services/solutions, and exceptional customer experiences while balancing risk in accordance with established service levels, quality standards, compliance, and regulatory guidelines.

This role is open to 100% remote. Anywhere in the US.

Key Responsibilities

• People manager responsible for hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork, and handling any/all disciplinary actions, as required
• Ensures our customer fraud operations and processes work smoothly and efficiently and optimize for enabling a great customer experience.
• Demonstrates their passion for the customer experience and facilitates best in class response times, issue resolution, and risk reduction to the business and our customers
• Provides and drives forward actionable and impactful feedback to address operational opportunities and risks and work with Fraud Risk stakeholders to identify and implement solutions
• Contributes to revenue growth by remediating complaints, driving results in areas like account retention, and improving our fraud procedures as they pertain to the customer service experience 
• Motivates, coaches and reward teammates in areas such as: Quality, Customer Satisfaction, Critical Thinking, Appropriate Resolution, and other Key Performance Indicators
• Effectively handles critical and/or high risk issues, determining the most appropriate course of action for resolution
• Responsible for presenting bi-weekly reporting to upper management on fraud and risk trends affecting the business and our customers, as well as developing strategies to remediate and rectify

Required Skills and Experience

• 4+ years experience managing a team of employees, preferably in a customer operations environment
• 2+ years experience with identifying and remediating fraud in a financial services environment
• 1+ years experience in financial institution
• Passionate about the customer experience, and puts customers at the center of everything you do
• Must demonstrate initiative, innovation and be a self-starter
• BS/BA degree required or equivalent work experience
• Must be able to pass a background and credit check
• Maintain flexibility to resolve urgent or business critical issues
• Provide current, direct, complete and actionable positive and constructive feedback and information to the team and stakeholders
• Demonstrated success in meeting (or exceeding) goals, and successfully pushing others for results
• Demonstrated track record of setting clear objectives and measuring work, monitoring process, progress, and results
• Must be able to set priorities - spends his/her time and time of others on what's important
• Makes appropriate decisions based on mixture of analysis, wisdom, experience, and judgment