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Fraud Operations Coach

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Saint Cloud, MN

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Thomas Edison South (74051), United States of America, St Cloud, MinnesotaAt Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.Fraud Operations CoachSummary: The Customer Security Intake Coach is responsible for managing a group of Highly-specialized customer contact associates who are focused on delivering the best possible customer experience through the process of identifying and preventing fraud.  Day-to-Day supervision and workflow management tasks include associate job assignment, department reporting, quality review analysis and policy adherence.  Policy support includes maintaining, updating and enforcing effective policies, procedures, processes and practices to mitigate the risk of fraud losses. The ideal candidate will have excellent interpersonal skills along with strong writing and oral communication skills.Responsibilities: Review and respond to fraud phone intake reporting including performance and volume metrics ensuring an exceptional Customer ExperienceWorks with fraud senior management and others to identify additional areas of improvement and monitoring of Service LevelsProvide senior management monthly reporting on the fraud phone agent performance and any available call trendsEnsures adherence to internal operating policies, procedures and audit standardsAs required, performs human resource-related functions within assigned group including hires, transfers, terminations, salary adjustments, performance reviews and establishment of standardsExecutes employee relations, training and affirmative action policiesAssist with the education, training and development of associates Escalated call support and reviewCoordinate department scheduling and rotationsAssociate quality analysis and review supportCross site and team collaboration in order to solve complex problems to mitigate fraud lossUndertake other projects/duties as assigned by ManagementBasic Qualifications: High School Diploma, GED or Equivalent Certification or Military ExperienceAt least 2 years of experience in People ManagementPreferred Qualifications: Bachelor’s DegreeAt least 1 year Supervisory experience in a Fraud related fieldAt this time, Capital One will not sponsor a new applicant for employment authorization for this position.,educationRequirements:Thomas Edison South (74051), United States of America, St Cloud, MinnesotaAt Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.Fraud Operations CoachSummary: The Customer Security Intake Coach is responsible for managing a group of Highly-specialized customer contact associates who are focused on delivering the best possible customer experience through the process of identifying and preventing fraud.  Day-to-Day supervision and workflow management tasks include associate job assignment, department reporting, quality review analysis and policy adherence.  Policy support includes maintaining, updating and enforcing effective policies, procedures, processes and practices to mitigate the risk of fraud losses. The ideal candidate will have excellent interpersonal skills along with strong writing and oral communication skills.Responsibilities: Review and respond to fraud phone intake reporting including performance and volume metrics ensuring an exceptional Customer ExperienceWorks with fraud senior management and others to identify additional areas of improvement and monitoring of Service LevelsProvide senior management monthly reporting on the fraud phone agent performance and any available call trendsEnsures adherence to internal operating policies, procedures and audit standardsAs required, performs human resource-related functions within assigned group including hires, transfers, terminations, salary adjustments, performance reviews and establishment of standardsExecutes employee relations, training and affirmative action policiesAssist with the education, training and development of associates Escalated call support and reviewCoordinate department scheduling and rotationsAssociate quality analysis and review supportCross site and team collaboration in order to solve complex problems to mitigate fraud lossUndertake other projects/duties as assigned by ManagementBasic Qualifications: High School Diploma, GED or Equivalent Certification or Military ExperienceAt least 2 years of experience in People ManagementPreferred Qualifications: Bachelor’s DegreeAt least 1 year Supervisory experience in a Fraud related fieldAt this time, Capital One will not sponsor a new applicant for employment authorization for this position.No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please **** or via email at ****. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to ****Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).,employmentType:OPMG,identifier:R49981,industry:Full time,title:Fraud Operations Coach,url:****One - US},jobLocation:{@type:Place,address:{@type:PostalAddress,addressLocality:St Cloud,addressRegion:Minnesota,addressCountry:United States,streetAddress:,postalCode:}}}

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