Manager, Fraud and Disputes Contact Center at First National Bank of Omaha

At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.Summary of the Job:This position will be responsible for leading a team in a 24x7 365 day per year Fraud and Disputes Contact Center within the Fraud and Disputes Department in Consumer Banking Division of First National Bank. The team is comprised of Fraud Prevention and Disputes Specialists who monitor and verify potential fraudulent activity as well as creating cases for disputed transaction. The manager will be responsible for creating a client focused culture that drives their team to be highly productive and meet/exceed monthly statistical goals. This managers ongoing responsibilities include frontline management of the team staff development and achievement of business goals.Hours are M-F 10:00AM-7:00PM or 9:00AM to 6:00PM CSTHybrid Onsite for Wayne or Omaha (within 30 miles)About This Role:Implement People Management Accountabilities:Recruiting and selection for frontline positions within the departmentTypically participating in New Hire class interviews 4-5 times per yearEnsure the right person is in the right roleNew Hire OnboardingEnsure a high level of understanding as new hires transition from trainingComplete weekly one on ones with new hires during first month in productionCoaching and development of staff including quality of work employee feedback monthly 1:1 meetings and annual employee reviewsComplete Monthly Call Monitoring EvaluationsComplete in-moment coaching of high impact opportunitiesAssess team performance and communicate to ensure that each member of the team is aware of their performance as well as execution of action plans to improve performance as necessaryFacilitate weekly team huddlesEnsure proper and appropriate fraud risk practices and decisions are made in the departmentPartner with the Performance Improvement and Training teams on any additional coaching or training opportunities agents may havePromote positivity and build a high level of trust and professionalism within the departmentImplement Core Management Accountabilities: Develop a clear vision strategy and plan of action for your teamIdentify opportunities and provide input for the enhancement of technology systems policies and procedures be an advocate for your teamLead and/or assist in the implementation of policy and procedure changes and ensure that all changes to policy or procedure are incorporated into the daily workflowManage daily operations in the Fraud and Disputes Contact Center according to procedure including staff and workflows within budgeted expectationsAbility to communicate with others at all levels through multiple channelsExhibit professional behavior and promote positive working relationshipsUnderstand and comply with bank policy laws regulations and the banks BSA/AML Program as applicable to your job duties. Complete compliance training and adhere to internal procedures and controls as requiredCommunication Building Relationships & Continuous Improvement: Ability to communicate with and influence staff peers and senior leadershipWork directly with various internal departments to further the goals of the department and enterpriseThe Ideal Candidate for This Role:Experienced leadership skills to manage in a fast-paced environment and develop staffDemonstrated ability to manage and coordinate multiple tasks and functions while meeting deadlinesSuperior verbal and written communication skillsAbility to work with a team of management peers to drive overall department successAbility to conduct department analysis and develop solutions/recommendationsHigh level of enthusiasm and professionalismRequired: High School Diploma or GED1 years of Leadership or Management experience3 years Contact Center experienceProficient in Microsoft Office experience (Word Excel Power Point Outlook)Desired: Previous experience managing remote workersPrevious banking experience or equivalentPrevious experience with Fraud/Non-Fraud DisputesCandidates must possess unrestricted work authorization and not require future sponsorship.Compensation:Compensation range (base pay): $50998.00-$84148.00This role may have a specific starting pay within this range.Final compensation offer to candidate may vary from posted hiring range based upon work experience education and/or skill level.Work Environment: It is anticipated that the incumbent in this role will work in a hybrid capacity balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team youll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.Benefits Overview: We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance we offer benefits to match your needs:Medical Dental Vision Insurance401k With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn more about FNBO benefits here: additional information regarding compensation and benefits e-mail FNBO at . To ensure you receive a response include the number of this job (listed below) in the subject line of your message.Job number: R-Equal Opportunity & Belonging:FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued recognized and empowered to be their authentic selvesno matter their role or where they are in their journey.Learn more here.FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.Click here to download EEO is The Law Self-Print PosterClick here to download EEO is The Law Supplement for Federal ContractorsClick here to download EEO is The Law GINA SupplementFNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDICFNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)Application Deadline:All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.Required Experience:Manager Key Skills Electrical,Academics,Customer Service,Computer Data Entry,Cardiac Surgery,Freight Forwarding Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 50998 - 84148