U.S. Bank

Fargo, ND, 58103, USA

Title:
Inbound Fraud and Dispute Service Solutions Operations Manager 2; Shift:
12:
30 - 9:
00 PM Location:
North Dakota-Fargo This position is responsible for leading and directing two Operations Supervisors and a staff of approximately 35 inbound fraud service representatives who are responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims and initiating fraud claims, as well as providing information on current existing fraud and dispute claims. Providing a high level of service to our customers while maintaining service level standards. Partnering with multiple departments to service all customer needs in regards to fraud and dispute issues. Supervisory functions include providing leadership and direction while coaching, training and providing work direction and feedback, and mentoring the team members; evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including recruiting, interviewing, and hiring staff to ensure appropriate hiring practices and maintaining staffing levels. Will be scheduled to work 12:
30 PM - 9:
00 PM, Monday-Friday, may need to work weekend hours on an as needed basis. This position is eligible to earn 10% shift differential pay. Your Career is Here. Basic Qualifications - Bachelor's degree or equivalent work experience - Two or more years of supervisory/management experience Preferred Skills/Experience - Prior experience in a customer service or operations environment is a plus. - Proven leadership and team building skills along with strong organizational and problem solving skills. - Excellent verbal and written communication, interpersonal, organizational, project management and team building skills. - PC proficiency utilizing a variety of software packages. - Thorough knowledge of operation functions, systems, policies and procedures for the assigned area. - The ability to manage multiple tasks/projects and deadlines simultaneously.

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