The Account Protection Team is responsible for reducing fraud loss by utilizing various fraud detection tools, to review and verify customer behavioral activity, thereby minimizing fraud losses and reducing risk.
Operations Leads combine a passion for providing quality customer service with a background in fraud. Time management and organizational skills are necessary to effectively handle multiple expectations and thrive in a performance-based call center environment.
This position requires an understanding of compliance and regulations as it relates to fraud. Interactions in this role are multilevel to include associates, supervisors, and directors on a regular basis where practicing outstanding verbal and written communication, and active-listening skills is essential. Also essential to this role is the ability to easily establish rapport and credibility with a variety of customers.
Essential Job Functions
COMPLIANCE understanding the risk and impact of fraud on the business. Continuously participate in educational opportunities to be current on fraud practices.
CALL QUALITY provide support to ensure associate call quality and negotiation are within compliance and regulatory guidelines. This includes call listening and monitoring associates on the floor.
COACHING Supervisors will provide the Operations Lead with the associate performance information necessary to coach associates towards success. By using a variety of coaching tactics, the Operations Lead goal is to raise the associate performance to a level of success.
CUSTOMER CARE handle escalated calls that the associate is unable to resolve
TRAINING in conjunction with the team Supervisor, assist with the onboarding of new associates. Identifies areas of training for existing associates and ensures that this is completed.
High School Diploma or equivalent
One year of call center experience, six months in Account Protection preferred
PC Proficient basic Word and Excel
Knowledge, Skills and Abilities
Excellent oral and written communication skills necessary to engage with Associates and Leadership
Demonstrates leadership skills
Ability to motivate others
Able to prioritize tasks
Some analytical skills are preferred
Working Conditions/ Physical Requirements
Call Center Environment
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
Alliance Data card services business
Alliance Data's card services business develops market-leading private label, co-brand, and business credit card programs for many of the world's most recognizable brands. Through our branded credit programs, we help build more profitable relationships between our partners and their cardmembers, and drive lasting loyalty.
We uphold our Know more. Sell more. promise by leveraging unmatched customer insights, advanced analytics, and broad-reaching innovative capabilities. It's how we deliver increased sales to our partners, build enduring loyalty to their brands, and provide more value to our cardmembers.
Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
All job offers are contingent upon successful completion of credit and background checks.
Alliance Data is an Equal Opportunity Employer.
Alliance Data will provide accommodations to applicants needing accommodations to complete the application process.
Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Alliance Data.
Alliance Data participates in E-Verify.
Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
To learn more, visit www.KnowMoreSellMore.com/careers