Fraud Manager Senior Associate

The Fraud and Claims Phones team is a part of the greater Retail Operations function within Consumer & Community Banking. Fraud and Claims Phones takes on average, ~1.9 million calls per month. As a Fraud Manager Associate at Chase, you will be responsible for handling inbound customer calls on disputes that could cover Fraud or Non Fraud Regulation E, check forgery, or Bill Pay items. As a Fraud Manager Associate, you will handle inbound customer calls for fraud activity including new account screening, online/electronic transactions, check/deposit holds and compliance closures. We are looking for a Division Leader with a passion for people and managing large teams.

Job Responsibilities:

• Develop and lead team of approximately 8 front line managers (Managers lead teams of approx. 18, so around 140 total staff)
• Responsible for performance management to defined metrics (Average Handle Time, , First Call Resolution, Time Management, Customer Satisfaction, etc)
• Manage and delegate deliverables on a daily, weekly, monthly basis
• Resolve employee and escalated customer problems / inquires
• Work closely with the Escalations Division Leader (and possibly Executive Office and Legal teams) to handle high urgency cases 
• Influence internal and external business partners
• Balance financial, reputational, regulatory and procedural risk
• Lead the execution of a business strategy
• Analyze data, compare results vs peer groups and suggest improvements from findings
• Understanding of all applicable regulatory and department practices and procedures
• Work as a business Subject Matter Expert on Audit and project engagements

Required qualifications, capabilities, and skills:

• 5 or more years of management experience managing large teams
• Must be willing to work in an environment that requires a phone-based customer interaction
• Experience with either financial services products or customer service industry experience 
• Advanced proficiency with computer functions with MS office suite strongly preferred
• Strong conflict resolution skills
• Strong verbal and written communication

Preferred qualifications, capabilities, and skills:

• Bachelor’s Degree
• Operation business knowledge, call center leadership experience