• Supervising a team of 16 contact center specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims.• Actively identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service.• Routinely provide input and review both dispute filing software updates and Mastercard/Visa rule… Show more • Supervising a team of 16 contact center specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims.• Actively identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service.• Routinely provide input and review both dispute filing software updates and Mastercard/Visa rule changes in collaboration with other Fraud and Claims management departments.• Interpret internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations.• Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues.• Interact directly with fraud and claims management to develop and implement functional area policies or procedures, and to provide exceptional customer experience.• Manage the allocation of people and financial resources for Fraud and Claims Operations.• Mentor and guide talent development of direct reports and assist in hiring talent. Show less