Kansas City, Missouri


JOB SUMMARY
The Supervisor, Fraud Operations is responsible for the supervision and development of employees, policies and procedures for proactive fraud detection, prevention, and client repair. This role will coach representatives on the keys to delivering consistent, accurate and timely results in the performance of their duties. As the Supervisor, he or she is expected to be the subject matter expert and a source of information to guide employees and make recommendations to management.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.

Leverage various data points and data sets to drive decisions and understand /communicate the financial and customer impact on the business and respective goals.

Review and manage appropriate queues to ensure orders and disputes are processed and resolved in a timely manner.

Work across departments in reviewing transactions, troubleshooting issues and handling escalations.

Lead a team of Fraud Specialists with focus on their development in the fraud/risk management area and fraud loss mitigation techniques.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Ensure that departmental standards regarding professionalism, courtesy and productivity are maintained.

Provide regular coaching and development to staff to maximize productivity.

Resolve internal and external customer escalated situations.

Provide statistical reporting for leadership to communicate department productivity and effectiveness.

Collaborate on investigations with appropriate business partners.

Motivate staff to reach daily and monthly management objectives.

Hire, evaluate, coach and counsel employees in the performance of their duties.

Utilize strong and solid comprehension of fraud and risk.

Collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets.

Perform other duties as requested by manager.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to quantify risk and exposure and communicate the discoveries to upper level management
Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values
Ability to plan, prioritize and organize effectively
Ability to supervise and motivate others
Experience with industry wide fraud detection tools
Experience with researching and decision making under stressful conditions
Strong time management skills with the ability to problem solve
Ability to develop process documentation
Knowledge of mobile phone products and services
Knowledge of general accounting and billing procedures
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing system, etc.)

Education
Bachelor's Degree in related field or equivalent experience preferred; OR related experience

Related Work Experience
6+ years of Related work experience
3+ years of Prior leadership experience

WORKING CONDITIONS
Office environment
Exposure to moderate noise level
Must be able to work evenings and weekends.
CCO401 318553 318553BR

Kansas City, Missouri

Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. the leading broadband communications company in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. The advertising sales and production services are sold under the Spectrum Reach™ brand. News and sports networks are operated under the Spectrum Networks brand.  

Our commitment to serving customers and exceeding their expectations is the bedrock of our business strategy and it’s the philosophy that guides our more than 95,000 employees.

Your next career can be as impactful as your last one. As a veteran or active military service person, you have the skills, talent, and training to make a difference at Spectrum. More than 11,000 veterans have already found a home at our advanced TV, Internet, Voice and Mobile company. You can find yours, too, in areas like Technical Operations, Field Operations, Network Operations, Construction, Engineering, Sales, and more. When you join us, you join a company dedicated to you and your success.  

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