Fraud Operations Supervisor – Bankcard Security

Commerce Bank; Kansas City (MO); Hybrid; USD 56,000 - 65,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401(k) plan

Life insurance

Paid vacation

Paid personal time

Career development

Education assistance

Job summary

Commerce Bank in Kansas City, Missouri is seeking a Supervisor – Fraud, BankCard Security to lead a 24/7 contact center environment. The role may require overnight work periodically and occasional weekend support for system upgrades and continuity, with a hybrid schedule (in office 2 days a week).

You will oversee workflow, coach staff, resolve customer issues, ensure CFPB compliance, and report weekly results.

Qualifications

• Associate’s degree in Business Administration or related field or equivalent combination of education and experience.
• 3+ years fraud investigative or related experience.
• 1+ year supervisory experience.
• 2+ years banking experience preferred.

Responsibilities

• Oversee department workflow and communicate decisions, priorities and relevant information to team members.
• Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations and answer day-to-day questions for team members.
• Accurately process financial adjustments with approvals.
• Provide support and serve as point of contact for the Customer Advocacy Program through research and resolution of customer complaints and escalated phone calls.
• Maintain and modify departmental policies and procedures to consistently ensure compliance with CFPB and Federal Regulators.
• Assist in preventing or limiting financial losses and monitor accuracy and production goals of each area.
• Collaborate with team members and other internal departments for process improvement or issue resolution.
• Work with department management to deliver weekly reports.
• Perform other duties as assigned.

Skills

Fraud investigation

Project management

Analytical thinking

Customer service

Data confidentiality

Team coaching

Effective communication

Adaptability

MS Office

Education

Associate’s degree in Business Administration

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Commerce Bank in Kansas City, Missouri is seeking a Supervisor – Fraud, BankCard Security to lead a 24/7 contact center environment. The role may require overnight work periodically and occasional weekend support for system upgrades and continuity, with a hybrid schedule (in office 2 days a week).

You will oversee workflow, coach staff, resolve customer issues, ensure CFPB compliance, and report weekly results.