Supervisor, Debit/Credit Card in St. Petersburg, FL   at SkyBridge Resources, LLC

Date Posted: 8/2/2020

Job Snapshot

Job Description

We are still hiring during the pandemic of COVID-19 (or Corona Virus). Your health and safety is #1 priority at SkyBridge Resources. We will be conducting video/phone interviews during this time to ensure your safety.

Job Description for Fraud Detection Supervisor:

The Fraud Detection Supervisor is responsible for leading and developing employees into a high performing team, holding agents accountable to meet or exceed productivity and service objectives in the fraud contact center environment.

This includes:
  • Demonstrating a sense of urgency in managing to efficiency of queue work and inbound call volume combined with high degree of accuracy/fraud mitigation while delivering a positive member experience for cardholders.
  • Fraud detection expertise, critical thinking and judgement skills are necessary to provide guidance to staff working Fraud Detection cases with financial liability and reputation implications.
  • Provide direction and leadership to staff; guide and coach staff in the completion of their daily responsibilities and ensure that established policies and procedures are followed.
  • Assign and manage workflow among representatives
  • Ensure direct report development, including training, coaching, and refresher classes.
  • Aid in skill development for agents as identified through department roadmap
  • Monitor production levels, including representative adherence and schedules to ensure adequate staffing for volume of inbound and outbound calls
  • Perform necessary personnel actions such as interviewing, hiring, transfers, promotions, performance appraisals, compensation, counseling, disciplinary actions, and terminations in consultation with management and HR
  • Permanent/Direct Hire
  • Benefits and Bonus Structure
  • Evening/Night shift.
  • You will be expected to work 1 weekend shift, and 4 days during the work week.