Supervisor, Fraud

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Supervisor, Fraud Operations is responsible for the supervision and development of employees, policies and procedures for proactive fraud detection, prevention, and client repair. This role will coach representatives on the keys to delivering consistent, accurate and timely results in the performance of their duties. As the Supervisor, he or she is expected to be the subject matter expert and a source of information to guide employees and make recommendations to management.

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Leverage various data points and data sets to drive decisions and understand and communicate the financial and customer impact on the business and respective goals.
• Review and manage appropriate queues to ensure orders and disputes are processed and resolved in a timely manner.
• Work across departments in reviewing transactions, troubleshooting issues and handling escalations.
• Lead a team of Fraud Specialists with focus on their development in the fraud/risk management area and fraud loss mitigation techniques.
• Ensure that departmental standards regarding professionalism, courtesy and productivity are maintained.
• Provide regular coaching and development to staff to maximize productivity.
• Resolve internal and external customer escalated situations.
• Provide statistical reporting for leadership to communicate department productivity and effectiveness.
• Collaborate on investigations with appropriate business partners.
• Motivate staff to reach daily and monthly management objectives.
• Hire, evaluate, coach and counsel employees in the performance of their duties.
• Utilize strong and solid comprehension of fraud and risk.
• Collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets.
• Perform other duties as requested by manager.

• Skills/Abilities and Knowledge
• Ability to read, write, speak and understand English.
• Ability to quantify risk and exposure and communicate the discoveries to upper level management.
• Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values.
• Ability to plan, prioritize and organize effectively.
• Ability to supervise and motivate others.
• Experience with industry-wide fraud detection tools.
• Experience with researching and decision making under stressful conditions.
• Strong time management skills with the ability to problem solve.
• Ability to develop process documentation.
• Knowledge of mobile phone products and services.
• Knowledge of general accounting and billing procedures.
• Ability to use personal computer and software applications (i.e., word processing, spreadsheet, cable billing system, etc.).
• Education
• Bachelor's Degree in a related field or equivalent experience preferred; OR related experience.
• Related Work Experience
• 6+ years of related work experience.
• 3+ years of prior leadership experience.
• Working Conditions
• Office environment.
• Exposure to moderate noise level.
• Must be able to work evenings and weekends.

Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Learn about life at Spectrum.