Senior Supervisor, Fraud - BankCard Security

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Job description

About Working at Commerce

Wouldn't it be great to build your career at a bank that's known for helping people with their financial challenges? That's exactly what you'd be doing when you join the team at Commerce Bank. We're looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You'd be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.

No wonder we've been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you'd like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We're always looking for the best and brightest.

About This Job

The main purpose of this job is to supervise a team that is responsible for managing BankCard Fraud dispute resolutions and abiding to the Federal and Card Association regulations with minimal errors. This includes monitoring for unnecessary fraud losses and meeting the fraud budget for the year.

Essential Functions

• Manage team to limit financial losses and ensure quality and production standards are met and that dispute resolutions are in compliance with applicable rules and regulations Process financial adjustments accurately with approvals

• Provide support and serve as point of contact for the Customer Advocacy Program. Research and partner with other departments as appropriate to resolve customer complaints and escalated phone calls.

• Maintain and modify departmental policies and procedures to consistently ensure compliance with Consumer Financial Protection Bureau (CFPB) and Federal Regulators

• Proactive in finding ways to improve processes, including automation opportunities

• Work with department management to deliver weekly reports

• Oversee department workflow and effectively communicate decisions, priorities and relevant information to team members

• Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations and answer day-to-day questions for team members

• Perform other duties as assigned

Knowledge Skills & Abilities Required

• Strong knowledge of bankcard fraud and the accounting field

• Strong knowledge of Fraud related Departmental, Association and Federal rules and regulations

• Ability to manage various projects, deadlines, and demands simultaneously

• Strong analytical and organizational skills

• Excellent customer service skills and ability to research answers and solutions

• Ability to maintain a high degree of confidentiality

• Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork

• Self-starter with strong decision-making skills and the ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Intermediate knowledge of systems such as TSYS, Branch Connections, Mainframe, case databases and Visa/MasterCard online

• Advance level proficiency with Microsoft Word, Excel, Teams, Outlook, Teams and Powerpoint

Education & Experience

• Associate's degree in Business Administration or related field or equivalent combination of education and experience required

• 5+ years banking experience required

• 3+ years fraud investigative or related experience required

• 2+ years leadership experience required

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time