As our Fraud Team Lead you will:

• Serve as a Fraud SME to lead and coach a team of Fraud Representatives as they conduct investigations of consumer allegations of fraud. Complete research on each case using all of the available tools, analyze the available data, and document the investigation performed. Discuss the results of the research to the Fraud Representative in an educational, positive, and professional manner.
• Accept and initiate escalated consumer calls when necessary to ensure that concerns are addressed quickly, and situations de-escalated when possible.
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
• Resolve fraud allegations in an efficient and effective manner, process account maintenance and monetary adjustments in accordance with policy and delegated authority, communicate the results of each investigation to the consumer, and document the results of the investigation performed.
• Provide a high level of customer service by responding to telephone inquiries and written consumer requests related to fraud. Work directly with merchants and consumers to resolve fraudulent/unauthorized transactions.
• Comply with all applicable regulations, MasterCard rules, and internal policies and procedures. Process chargebacks according to MasterCard rules.
• Achieve established service levels and quality metrics for all assigned work.
• Assist Unit Managers with training and coaching employees and develop a work environment that promotes high motivation and customer satisfaction.
• Reviews exception activity reports for fraud indicators and trends, takes action to reduce losses. Completes additional reporting and special projects as assigned.

Accountability:

Responsible for completing assignments effectively while minimizing fraud losses for Genesis and consumers while providing quality service. Must ensure the company is compliant with all related regulations. Promoting a positive work environment in all interactions with internal and external customers.

• Meeting all expectations in your current role.
• Minimum of one-year Fraud/Dispute Investigator experience required.
• 2+ years prior experience with credit card programs or related financial services field.
• High school diploma/GED.
• Excellent verbal and written communication; ability to communicate effectively with consumers, retail partners, and merchants.
• Have appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.
• Have access to a wired internet.
• Thrive in a fast-paced, high-volume environment.
• Be proficient with technology and using multiple systems.
• Possess a high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.
• Are committed to continuous growth and learning.
• Ensure privacy and security practices are followed at all times.

• Previous lead/ coaching experience.
• Strong analytical skills.
• Knowledge of all applicable rules, regulations, and laws.
• Ability to maintain high level of professionalism and confidentiality at all times, in all situations.

• Health insurance including individual and family Medical, Dental and Vision insurance
• Relax and recharge with Paid Time Off (PTO) Program; plus 6 paid holidays and 3 paid floating holidays
• Financial health with 401k plus employer match up to 4%
• Take care of your well-being through Wellness perks
• We invest in your future through Tuition Reimbursement and ongoing Learning & Development
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability