Are you a natural leader who excels at collaborating with others to achieve business goals? Do you thrive in a fast-paced, ever-changing environment and prioritize doing what's right for clients and colleagues, inspiring others to follow your lead? If so, join our dynamic team and make a meaningful impact by crafting compelling narratives that enhance client experiences and foster enduring relationships with both colleagues and clients.

As a Fraud Associate II within Fraud Operations, you will support client escalations related to spending interruptions and addressing fraud claims that impact program performance by offering appropriate solutions. You will be responsible for achieving key service metrics, managing improvement initiatives, and ensuring compliance with risk and control guidelines, which requires high-level decision-making. Deliverables must be processed within agreed time frames and meet legal and compliance requirements, while you demonstrate exceptional leadership to engage employees, clients, and stakeholders for optimal performance.

Job responsibilities

• Execute business initiatives by fostering open communication with clients, peers, leadership, and other business lines.
• Develop and deliver executive and external reports and communications.
• Enhance department and business performance through policy evaluation, critical partnerships, and expanded authority.
• Identify and manage end-to-end process improvement opportunities, including recommending solutions, developing training content, implementing changes, and collaborating with change management leadership.
• Resolve internal and external client escalations while adhering to operating policies, procedures, and compliance regulations.
• Manage team performance to achieve key metrics by utilizing performance management tools for proactive monitoring, coaching, and employee development.

Required qualifications, capabilities, and skills

• Four or more years of experience in customer service, fraud, or relevant functions, demonstrating strong verbal and written communication skills.
• Exhibit effective influencing and persuasion abilities, along with excellent organizational and time management skills to meet deadlines in a fast-paced environment.
• Demonstrate proficiency in data analysis, including building presentations and conducting Excel queries.
• Show willingness to travel for client engagements and collaborate with internal partners.
• Have experience in regularly presenting to both internal and external audiences.