Responsible for attracting and retaining strong capable people in a dynamic and changing environment. Supports budget planning and forecasting and contribute to volume forecasting. Supervise teams of specialists within a fraud and claims program for proactive fraud identification, detection, and prevention, as well as ensuring the recovery, execution, and handling of risk review.Identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer/client serviceMake supervisory decisions and resolve issues related to work distribution under direction of fraud and claims managementLeverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulationsCollaborate and consult with customers, vendors, and other functional areas to resolve escalated issuesInteract directly with fraud and claims management to develop and implement functional area policies or procedures, and to provide exceptional customer experienceManage allocation of people and financial resources for Fraud and Claims OperationsMentor and guide talent development of direct reports and assist in hiring talent

Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer serviceIdentify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer serviceMake daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and proceduresCollaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfactionInteract directly with external customersManage allocation of people and financial resources for customer serviceMentor and guide talent development of direct reports and assist in hiring talent

Lead and supervise risk and the operations of agent functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in banking functionsProvide feedback and present ideas for improving customer service and colleague experience, and related performance management process and toolsPerform operational and support tasks in resolving or escalating concerns or complaintsCoach bankers to engage customers to understand needs and work proactively to build relationships and help customers succeed financiallyLeverage interpretation of applicable banking regulations, policy and procedure requirements, and audit and escalation proceduresCoach, motivate, and develop a diverse team of 15-30 agents to achieve full potential and meet established business objectivesManage allocation of people and financial resources for contact center operationsResolve complex issues regarding the customer and employee experience, risk, and growth of the team and the business to meet key business objectivesLead daily operations while engaging stakeholders, peers, and internal partners in collaborating and building strong partnerships to deliver a customer-centric experienceMentor and guide talent development of direct reports and assist in hiring talent

Responsible for staffing, training, developing, and retaining a team of over 115 employees and management, including career development for management. Accountable for comprehensive store operations, including hours and budget management, coordinating infrastructure maintenance, asset protection, and maintaining organized sales floors and stockrooms. Ensure strict adherence to company standards and policies, with a strong focus on enhancing store experience and achieving high levels of customer engagement.