Risk Operations Supervisor

4 weeks ago

Quezon City, Philippines Total System Services Full time

Overview

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Manages the management of active cases involving credit card fraud. Oversees the fact gathering and investigation process and advises on actions for resolution to ensure Service Level Agreements are maintained. Collaborates with legal and other business units along with client leadership and relevant government agencies as necessary in the development of policies, programs and other efforts designed to detect, identify and resolve fraudulent activity. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness identifying fraud. Researches, selects, and manages the software programs utilized in research efforts to review and analyze transactions and customer records in search of fraudulent activities.

What Part Will You Play?

  • Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Adjusts staff schedules to effectively manage volumes. Communicates policies/procedures to limit financial risk & improve productivity. Manages escalated Customer issues that are not resolved at the agent level.

  • Assists with implementing anti-fraud processes to prevent fraudulent payments, transactions, and account registrations. Monitors data and patterns to keep fraud losses within standards. Participates in meetings with existing clients.

  • Oversees the fact gathering and investigation process and advises on actions for resolution while working to ensure Service Level Agreements are maintained.

  • Responds to client's requests in a timely manner.

  • Coaches team members to achieve individual goals. Monitors team member attendance and adherence and provides feedback as required. Monitors, evaluates and reports daily team and individual performance statistics to train and coach employees. Rewards team member performance or takes corrective action as needed.

  • Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

  • Bachelor's Degree

  • Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.

  • 2-3 years of risk and fraud team lead / supervisory experience

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact

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