Lead a team of transactional risk analysts which may include associates in multiple locations; coordinate and manage work flow assignments of transactional risk analyst staff ensuring appropriate demand management measures are in place. Monitor and review closed risk alerts ensuring analyst closure completed in a timely manner to lessen any merchant impact with a goal of stopping fraudulent activity. Ensure transactional risk events are documented, reported, and researched to avoid any future liabilities and initiate/and or recommend preventative measures to management. Perform quality control testing of investigations completed by the transactional risk staff.
May be required to lead other contact center initiatives to drive efficiency, cost reductions, and improve customer service impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Must be able to work in a high-volume, high-capacity and high-execution environment. Responsible for executing LOB strategy, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to site leadership. Ensures associates have the tools, training and resources to deliver an optimal experience. May partner with staffing to hire qualified candidates.
Shift:1st shift (United States of America)
Hours Per Week:40
Learn more about this role