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Fraud Recovery Team Leader - Tempe, AZ

Job Description

As a Fraud Recovery Support Team Leader, you play a key role in contributing to the profitability of Chase by managing regulatory risk, ensuring customers are made whole and minimizing credit losses resulting from Fraud.

The Fraud Recovery Support Team Leader is responsible for managing 12-14 Recovery Specialists, ensuring losses are minimized, queues are worked on a timely basis and adherence to regulatory requirements is maintained. The Team Leader will spend their day managing their work group and queues, ensuring their specialists are meeting business goals. In addition, the Team Leader will provide detailed coaching and development for their specialists to effectively manage performance. The Leader will be expected to understand and adhere to regulatory and business established service level agreements to avoid potential fines and customer experience impacts. The leader will participate in ad-hoc root cause analysis and support the delivery of a new Fraud Recovery system, IDMS.

Experience in a high-volume, target-driven environment is a plus. The team is very goal-oriented with individual and team goals being a key factor of success.

Work Schedule: 1st shift; M-F 7am - 4pm (flexible AM start time)

· At least 2 yrs of customer service or related operations experience
· Previous management experience is required
· Excellent customer service skills required, including strong oral and written skills
· Excellent math/reconciliation skills
· Strong analytical skills and attention to detail are required
· Demonstrated prioritization and ability to work in a fast-paced, high-volume environment
· Excellent organizational and time-management skills
· High level of dependability, self-motivation, and sense of urgency to meet deadlines
· Demonstrated experience working with Microsoft Office Products, specifically Word and Excel required
· Credit card experience preferred; knowledge of current Visa/MasterCard operating rules and regulations is a plus
· Strong knowledge of credit card government regulations preferred
Req #: 160038161
Location: Tempe, AZ US
Job Category: Accounting/Finance/Audit/Risk
Employment Type: Full Time
Potential Referral Amount: 500 US Dollar (USD)

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