Manager, Fraud and Disputes Contact Center

At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.

About This Role:

Implement People Management Accountabilities:

• Recruiting and selection for frontline positions within the department
  • Typically participating in New Hire class interviews 4-5 times per year
  • Ensure the right person is in the right role
• New Hire Onboarding
  • Ensure a high level of understanding as new hires transition from training
  • Complete weekly one on ones with new hires during first month in production
• Coaching and development of staff including quality of work employee feedback monthly 1:1 meetings and annual employee reviews
  • Complete Monthly Call Monitoring Evaluations
  • Complete in-moment coaching of high impact opportunities
• Assess team performance and communicate to ensure that each member of the team is aware of their performance as well as execution of action plans to improve performance as necessary
  • Facilitate weekly team huddles
• Ensure proper and appropriate fraud risk practices and decisions are made in the department
• Partner with the Performance Improvement and Training teams on any additional coaching or training opportunities agents may have
• Promote positivity and build a high level of trust and professionalism within the department

Implement Core Management Accountabilities:

• Develop a clear vision strategy and plan of action for your team
• Identify opportunities and provide input for the enhancement of technology systems policies and procedures be an advocate for your team
• Lead and/or assist in the implementation of policy and procedure changes and ensure that all changes to policy or procedure are incorporated into the daily workflow
• Manage daily operations in the Fraud and Disputes Contact Center according to procedure including staff and workflows within budgeted expectations
• Ability to communicate with others at all levels through multiple channels
• Exhibit professional behavior and promote positive working relationships
• Understand and comply with bank policy laws regulations and the banks BSA/AML Program as applicable to your job duties. Complete compliance training and adhere to internal procedures and controls as required

Communication Building Relationships & Continuous Improvement:

• Ability to communicate with and influence staff peers and senior leadership
• Work directly with various internal departments to further the goals of the department and enterprise

The Ideal Candidate for This Role:

• Experienced leadership skills to manage in a fast-paced environment and develop staff
• Demonstrated ability to manage and coordinate multiple tasks and functions while meeting deadlines
• Superior verbal and written communication skills
• Ability to work with a team of management peers to drive overall department success
• Ability to conduct department analysis and develop solutions/recommendations
• High level of enthusiasm and professionalism

Compensation:

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience education and/or skill level.

Work Environment:

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance we offer benefits to match your needs:

• Medical Dental Vision Insurance

• 401k With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: additional information regarding compensation and benefits e-mail FNBO at . To ensure you receive a response include the number of this job (listed below) in the subject line of your message.

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued recognized and empowered to be their authentic selvesno matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download EEO is The Law Self-Print Poster

Click here to download EEO is The Law Supplement for Federal Contractors

Click here to download EEO is The Law GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.