Team Leader, Fraud Claim Investigations

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:

The Team Leader is considered the subject matter expert and responsible for the day-to-day direct supervision of a group of Fraud Investigators in their efforts to investigate and recover on credit card Fraud Claims. This role is responsible for performing daily monitoring of associates' queues to ensure that timely and reasonable investigations are performed in compliance with regulatory and procedural guidelines.

Essential Functions:

Manages a team of fraud investigators to coordinate and monitor daily workflow to ensure compliance with departmental policies and procedures as well as resolves escalated situations including customer calls where applicable

Sets and enforces operating goals and objectives for staff and implements and follows through with solid plans for achievement including and not limited to productivity and attendance

Answers and assists associates with questions related to policies and procedures and manages and responds timely to clients' requests or other business unit requests and inquiries

Performs highly complex duties and independent decisions, including identification, investigation, and resolution of high risk or sensitive fraud cases, root cause analysis of fraud losses, and quality assessment, monitoring and reporting

Serves as subject matter expert for training, procedure documentation, and process improvement projects

Provides statistical reporting for leadership to communicate department productivity and effectiveness

Collaborates on investigations with appropriate business partners

Influences, monitors and/or backs up the team on fraud investigations and other job functions as needed

Reviews daily, weekly, and monthly reports to ensure all claims are resolved within applicable regulatory time frames

Ensures recoveries are maximized through effective inventory and chargeback management.

Evaluates, and coaches employees in the performance of their duties and follow through when not meeting required expectations, including performing new hire assessments

Reviews all aspects of suspicious accounts and suspicious activity notifications before they are sent to the clients

Performs other duties and special projects as requested by Supervisor or manager

Education and Experience:

High School Diploma or equivalent education required

Three (3) years of security/fraud investigations, fraud detection or credit card operations experience required

Two (2) years of management/supervisory experience preferred

Summary of Qualifications:

Comprehensive understanding of consumer banking policies, practices, and regulations.

Ability to handle multiple tasks simultaneously and continually meet deadlines.

Demonstrate strong oral, written and interpersonal skills

Proficient in PC skills, including Excel, Word, and Outlook.

Strong oral and written communication skills.

Advanced skills in research and problem resolution typically obtained via seven or more years banking or other equivalent work experience

Adaptable and flexible in responding to deadlines and workflow fluctuations

Ability to motivate and influence staff to reach both daily and monthly objectives.

Flexibility to work as needed to address and mitigate risk

Ability to mentor investigators on deep-dives case analysis and write-ups for complex and sensitive escalations to internal and external stakeholders

Good conflict resolution/problem-solving skills that focus on preventing monetary losses

Have a highly developed sense of urgency

Demonstrated results for improving business performance through leadership

Ability to multi-task is essential

Mathematical, analytical and decision making skills are vital to success