Customer Service Supervisor (Fraud Dispute)

Supervises the collections fraud and dispute department to ensure customer accounts are researched for possible cases of fraud and complaints are resolved accurately and timely. Monitors fraud risk operations and initiatives/projects.

Three years of customer service experience in a call center environment which includes at least two years of combined supervisory and/or fraud experience.

Or

Bachelor's degree and one year of call center management experience. Fraud dispute experience preferred.

Degree (one of):

BACHELORS DEGREE - Preferred

Major/Minor (one of):

BUSINESS - Preferred

Work – Onsite (HQ – Dallas, Texas)
Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work”
PCS Not Authorized/LSP Not Authorized

Technical (Preferred/Required Skills/Systems):

• MICROSOFT OFFICE PRODUCTS - Preferred

Monitors the work of collections fraud and dispute staff. Reviews performance and tracks quality assurance to meet operational goals.
Manages the resolution of escalated collections calls and inquiries.
Trains and develops customer service representatives.
Develops and implements operational standards and procedures.
Performs other duties as assigned.