Global Card Ops Account Manager I

Are you ready to make a real impact at a leading financial institution Join us and help shape the future of client claims this role youll drive innovation enhance client experiences and contribute directly to our bottom line. Youll collaborate with talented teams and engage with valued clients making every day rewarding and dynamic. Be part of a team where your leadership and expertise truly matter.

As a Commercial Card and PrePaid Claims Manager Associate I within the Corporate and Investment Bank you will lead a team of specialists to promote change through innovation and modernize client fraud and non-fraud experiences. You will serve as a primary contact for complex client requests interact with internal teams and external clients and participate in projects to enhance Corporate and Investment Bank systems and processes. You will be responsible for reducing losses by managing thorough investigations on claims for recovery opportunities. Your work will help retain valued customers and minimize losses directly impacting our profitability.

Job Responsibilities

• Lead and coach a team of specialists monitoring calls and resolving client concerns
• Oversee real-time queue management case assignment and prioritization
• Handle escalated claims and engage internal partners as needed
• Manage casework to identify high-risk transactions and proactively engage clients
• Enhance client experience and case handling through effective communication and updates
• Support the development and maintenance of policies procedures and training materials
• Provide regular updates to senior leadership through business reviews and KPI meetings
• Drive process improvements and implement firm strategies
• Foster a collaborative and inclusive team environment
• Ensure compliance with regulatory requirements and internal standards
• Participate in projects to modernize systems and processes

Required Qualifications Capabilities and Skills

• Minimum of two years of experience managing an operations team
• Effective leadership skills to motivate develop and train team members
• Excellent written and verbal communication skills
• Experience in Association chargeback processing and claims handling
• Professional presence with adaptability to evolving needs
• Ability to multi-task and leverage internal resources effectively
• Strong client focus and ability to partner with internal groups
• Flexibility to adjust work hours as needed
• Proven problem-solving and decision-making abilities
• Commitment to maintaining confidentiality and integrity
• Proficiency in relevant technology and systems

Preferred Qualifications Capabilities and Skills

• Experience managing teams in claims handling and commercial card structure
• Expertise in prioritizing workload using time management and organizational skills
• Ability to work independently with minimal supervision
• Experience escalating complex issues to resolve customer requests promptly
• Familiarity with process improvement initiatives
• Knowledge of industry best practices in claims management
• Advanced analytical and reporting skills