Be A Leader!: Call Center Supervisor (Little Rock, AR)

Fidelity National Information Services Little Rock , AR 72215

Posted 2 months ago

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

1 - 5%

Job Description

GENERAL DUTIES & RESPONSIBILITIES

  • Develops fraud prevention policies used by fraud investigators.

  • Explores new technologies that may be applied to combat emerging trends in fraudulent activity such as Internet fraud and identify theft, incorporating technology into processes and card products.

  • Utilizes company system reports in identifying overall fraud loss trends across organizational units.

  • Provides summaries and detailed analysis, risk, causes and proposed action plans to address issues. Corrective actions may include mitigating potential loss or changes in company practices or procedures.

  • Researches and tests new analytical approaches and technologies.

  • Typically manages a team of professionals, paraprofessionals and support staff as part of a broader function.

  • Plans and structures work activities for team and monitor progress and results.

  • Provides guidance and supervision to team members as work activities are carried out.

  • Recruits and develops staff within the area of responsibility in accordance with policy.

  • Serves as a conduit for driving change in process for analytical methodologies.

  • May work irregular hours.

  • Other related duties are assigned as needed.

EDUCATION REQUIREMENTS

  • Bachelor's degree in business administration or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

  • Experience with management reporting and trend analysis

  • In-depth knowledge of fraud principles, processes, procedures and trends of fraud and fraud prevention

  • Broad understanding of active initiatives and function of assigned work team, department and FIS overall

  • Broad knowledge of legal and underwriting approval requirements

  • Broad knowledge of federal and state regulations and laws regarding fraud-related issues

  • Broad knowledge of FIS fraud products and service offerings

  • Knowledge of MS Office software, such as Word, Excel and Access database

  • Excellent verbal and written communication skills

  • Excellent analytical, statistical and problem-solving skills

  • Strong organizational, interpersonal, leadership, team-building, decision-making, conflict resolution and negotiation skills

  • Ability to interact with law enforcement professionals and to serve as an expert witness

  • Ability to manage multiple tasks, maintain confidentiality and listen to ideas and understand information presented verbally or in writing

  • Conform to the highest standards of conduct and ethics, including sound honesty and integrity

  • High degree of flexibility, creativity, innovation and critical thinking

FIS JOB LEVEL DESCRIPTION

  • Supervisory/developing management role. Provides direction to employees according to established policies and management guidance.

  • Exercises judgment within defined procedures and policies to determine appropriate action and administer company policies.

  • Management reviews work to measure the meeting of objectives.

  • Typically responsible for supervising a team responsible for monitoring, detecting, investigating, preventing, and resolving fraudulent activity within a single line of business.

  • Directly responsible for managing a staff of three or more individual contributors, typically Fraud Support Associates, Fraud Investigators, and/or Fraud Prevention Analysts.

  • Works closely with managers and other supervisors on team issues. Has wide latitude for decision-making.

  • Typically requires four or more years related to fraud detection, prevention experience and call center with up to one-year of leadership responsibility.

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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Be A Leader!: Call Center Supervisor (Little Rock, AR)

Fidelity National Information Services