Consumer Coach - Fraud Services - 2nd Shift
On-siteNewark, New Jersey, United States
Job Summary
Conduct targeted coaching and administer training to frontline employees to enhance skills and build proficiency in fraud servicing. Work individually and in small groups to identify strengths, assess improvements in employee development, and resolve escalated customer calls. Prepare and reinforce desired team behaviors in partnership with managers to support retention of new-to-role employees. Own and de-escalate client situations while complying with industry regulations, bank procedures, and financial controls. Requires 1+ year of subject matter expertise in Fraud Services, strong verbal and written communication, and the ability to work independently under pressure. Night shift with flexibility to change based on business needs.
Required Qualifications
- 1+ year and be a subject matter expert in Fraud Servicing
- Multiple product knowledge within Fraud Services
- Customer centric approach to problem resolution and proven results
- Strong results on call ownership & client satisfaction
- Effective communication skills, both written and verbal
- Ability to de-escalate client situations and drive satisfaction
- Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
- Adapts well to an ever-changing environment
- Must have the ability to work well under pressure
Desired Qualifications
- 1+ Year of Leadership experience- OJT coach, Proctor or Interim Consumer Coach
- Expertise with policies, procedures relative to the site designated skill groups
- Coaching Mentoring
- Oral Communications
- Problem Solving
- Quality Assurance
- Active Listening
- Analytical Thinking
- Attention to Detail
- Collaboration
- Risk Management
- Adaptability
- Customer and Client Focus
- Influence
- Relationship Building
- Result Orientation
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