Payments & Fraud Supervisor

Below are the responsibilities and qualifications that must be displayed to apply for this position: Schedule Hybrid Position. 3 days a week in office. Ability to work weekends - one day of the weekend in office Flexibility in schedule to accommodate necessary support. Responsibilities Responsible for the day-to-day management of the operations to ensure service delivery within the agreed quantitative and qualitative standards with a focus on team performance, customer satisfaction, and timely resolutions. Assign workload to maintain agreed service levels. Prepare workload and shift end reports for all clients. Analyze, keep track of and monitor various fraud patterns and update the team accordingly on a regular basis. Distribute and monitor reports and adhoc tasks. Facilitate resolution of work-related issues of team members. Coach the team members to ensure sustained contribution. Provide training for new hires, and existing hires when necessary. Assist team members in organizing and accomplishing own tasks. Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner. Liaise with other teams/clients and departments to resolve issues and to ensure quick First time resolution (FTR). Handle escalations and follow up on issues with customers and or other departments. Communicate assignments, milestones and deadlines to the team and individuals based on Team Leaders instructions. Work on daily tasks, withdrawals, etc. when support is needed. Ability to initiate outbound calls or handle transfers from customer service. Speak on fraud trends, department performance, and new updates during weekly client meetings. Qualifications 2+ Years Experience in a Payments and Fraud position. Sound knowledge of the different aspects of Risk work including Online Payments or Financial Services knowledge. Ability to identify subtle fraud and abuse patterns. Sound and demonstrable experience with fraud analysis and investigations. Good communication skills and ability to effectively deliver feedback. Self-motivation Ability to perform well under tight deadlines within a dynamic environment. Excellent command of Microsoft office tools. Proven aptitude to work in a team and guide and influence others. Strong logical reasoning skills with an analytical approach. Additional Requirements (if applicable) Bachelor's degree strongly preferred. AML/previous CS experience

Created: 2024-10-30