Job description
Job Overview
Intuit’s Small Business and Self-Employed Group (SBSEG) is committed to creating tools and services that dramatically increase a Small Business' ability to manage their cash flow. The Risk Operations team supports SBSEG by protecting Intuit and our Small Business Customers from financial losses resulting from fraud or credit risk.
Join Intuit's Risk Operations Payment Team as a Front-line Manager of our Risk Operations Customer Contact Center. Our goal is to provide high-value, customer-focused payment support at the time of need for our customers through first call resolution. This role will lead a team of Payment Experts through people management methodologies and requires strong people skills and analytical abilities to manage and set expectations for performance.
Request
A minimum of 5 years of proven experience in a customer service position2-3 years managing a high performing team in a fintech, payment processing, lending, or online banking operations organization, with direct experience in customer contact resolutionExcellent leadership and interpersonal skillsTrack record of identifying and developing exceptional talent to build high performing, highly engaged teamsExcellent communication skills, including business writing and presentations. Uses data to create and tell a story that motivates, inspires, and ultimately galvanizes others to create and then implement innovative, and best in class improvementsDemonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levelsCollaborative, reliable, highly analytical partner with an ability to make data-driven decisions and to translate identified opportunities into actionable plans. Demonstrated ability to expertly lead cross functional projects, and to guide the organization through changePossess a bias for action and will ensure smart plans are in place to keep all KPIs in the greenAdvanced computer/ Internet navigation skills to use a variety of proprietary systems, investigative programs, and operate CRMs quickly and effectivelyPossesses a high level of intellectual curiosity focused on identifying the root cause of problems to generate results and exhibiting the highest personal and professional standards of integrity and ethicsStrong expertise, including any of the following areas: fintech, payments, lending, or bankingRole will require coming into the office 2-3 times a week and working from home the remaining days
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