Dispute Intake Manager, Cincinnati

Senior leader who oversees multiple sites for dispute servicing as well as deposit fraud claim processing. Responsible for managing disputes involving fraud and non-fraud on Card, Deposit, ACH, and Online bill pay. Partner with line of business to maintain strong fraud case referral process and prioritization of strategies to optimize productivity and recovery opportunities. Responsible for providing oversight on key projects and initiatives that mitigate the risk of future losses or correct operational servicing issues. Identify root causes of operational challenges, learn gaps and processing issues, and escalate to business partners while working to identify solutions to mitigate recurring issues. Drive process improvements while improving customer experience and developing measurement systems to manage success.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages assignments of managers and supervisors to ensure efficient and effective process management, including quality of service, accuracy of responses, and additional key performance indicators.

• Champions and drives execution of process enhancement initiatives with the team and other line of business functions that impact the teams.

• Troubleshoots highly complex issues (many technical) and problems and provides resolution to customers and senior management. Ensures appropriate escalation of customer service, operational and/or specialist issues.

• Ensures service level compliance for deposit fraud claim processing.

• Oversees training program for team and measures effectiveness through execution for a robust quality assurance process.

• Develops relationship with internal business partners and provides executive level updates on team performance.

• Uses effective management skills and tools to ensure dispute performance meets the business outcomes and expectations for the department and Bancorp.

• Provides evaluations and recommendations of resources necessary to accommodate volume increases or changes to service level expectations. Assists in implementing these improvements.

• Analyzes, creates and implements processes and procedures to continuously improve the quality, efficiency and service to exceed customer satisfaction. Ensures reporting to senior management on department performance, key trends and process efficiencies. Assume additional responsibilities as required to fulfill divisional goals.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree or equivalent experience. Masters preferred.

• Minimum 5 years management experience.

• Minimum 5 years banking operations experience in Call Center Service or comparable area.

• Ability to establish self as a leader and be recognized by other divisions and business partners as a leader.

• Must be able to work in a team environment with the ability to interact well, and in a positive manner.

• Experience leading remote or virtual teams preferred.

• Builds credibility as a trusted business advisor through a balance of business acumen, learning expertise, objectivity and client relationship skills.

• Ability to identify and address the concerns of others to overcome resistance, gain support and achieve results.

• Ability to communicate and balance talking and listening to foster candid dialogue while commanding attention across multiple audiences.

• Experience in successfully leading systemic change initiatives.

• Applied knowledge of all aspects of learning: analysis, design, development, implementation and evaluation preferred.

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