VP, Customer Contact Center & Fraud Operations

Axiom Bank; United States; Hybrid; USD 180,000 - 290,000; Full time

Benefits offered by this job

12 Paid Holidays

Generous PTO

401(k) match

Medical, Dental & Vision benefits

Life AD&D Insurance (Company Paid)

Short & Long Term Disability

Job summary

Axiom Bank seeks a seasoned leader to oversee its Customer Contact Center and Fraud Operations, providing strategic direction for service delivery, fraud prevention, and risk controls. You will work across risk, compliance, technology, and operations to protect customers while delivering exceptional service.

Ideal candidates have extensive banking operations and leadership experience, with a focus on fraud prevention, claims processing, and regulatory compliance, in a regulated environment.

Qualifications

• Bachelor's degree in Business Administration, Finance, Operations or related field.
• Experience managing banking operations or large contact center teams.
• Strong fraud prevention, detection, claims or dispute operations experience.
• Experience managing vendors, technology-enabled operations and executive-level reporting.
• Experience in regulated financial institutions with audits and risk assessments.

Responsibilities

• Provide leadership for the customer contact center and fraud operations functions.
• Set objectives and performance measures aligned with strategic goals and risk appetite.
• Oversee contact center service delivery, escalations, quality assurance and customer experience standards.
• Oversee fraud prevention, detection, investigation, claims and disputes activities.
• Ensure compliance with applicable laws, regulations, policies and internal controls.
• Prepare executive level updates on performance, fraud trends and risk control effectiveness.

Education

Bachelor's degree in Business Administration, Finance, Operations or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Operational reporting tools

Job description

At Axiom Bank we encourage you to aim for the sky and leverage your expertise and passion to excel We are a growing dynamic organization this is an exciting time to get on board We believe in the value of promoting a healthy worklife balance and are committed to recognizing the role everyone plays in our ongoing success We offer the following benefits to our Full Time Employees 12 Paid HolidaysGenerous Paid Time Off4 Match on our 401k Medical Dental and Vision Benefits100 Company Paid Life AD&D Insurance Short and Long Term Disability

Position Summary

The VP Customer Contact Center & Fraud Operations provides strategic and operational leadership for the Banks customer contact center and enterprise fraud operations functions This position oversees the VP Call Center Manager and AVP Fraud Operations Manager and is accountable for consistent service delivery effective fraud prevention and claims management sound operational controls regulatory compliance workforce performance vendor oversight and continuous improvement The role partners with business technology risk compliance data and other operational leaders to enhance the customer experience while protecting customers and the Bank from fraud related losses and operational risk

Key Responsibilities and Accountabilities

• Provide leadership direction and oversight for the customer contact center and fraud operations functions including their respective managers and teams
• Establish departmental objectives service standards performance measures staffing plans and operating priorities aligned with the Banks strategic goals and risk appetite
• Oversee contact center service delivery including customer support escalations complaint resolution quality assurance workforce management productivity and customer experience standards
• Oversee fraud prevention detection investigation claims and dispute resolution operational support and related ACHEFT debit card digital banking and wire fraud activities
• Ensure timely accurate and consistent handling of customer inquiries complaints fraud claims disputes and escalated matters
• Monitor key performance service quality loss productivity complaint and risk indicators; analyze trends and provide clear reporting and recommendations to executive management
• Drive process improvement capacity planning automation and operating model enhancements that improve service scalability control effectiveness and customer outcomes
• Maintain appropriate policies procedures internal controls records reconciliations and business continuity capabilities across assigned functions
• Ensure operations comply with applicable federal and state laws and regulations network and payment rules Bank policies established service standards and internal control requirements
• Partner with Risk Compliance BSAAML Legal Internal Audit Technology Enterprise Data Analytics Branch Banking Deposit Operations and other stakeholders on customer service and fraud related matters
• Oversee third party providers and technology platforms supporting contact center and fraud operations including service performance issue resolution control requirements and contract obligations
• Sponsor or support projects involving customer facing systems telephony digital banking payment services fraud tools workflow data and operating process changes
• Provide leadership during significant service interruptions fraud events emerging threat activity or other operational incidents affecting customers or assigned functions
• Promote a strong customer service risk management accountability and continuous improvement culture
• Develop managers and staff through coaching performance management succession planning cross training and professional development
• Prepare and present executive level updates regarding service performance fraud trends operational risk control effectiveness major initiatives and resource needs
• Manage departmental budgets staffing vendor costs and other resources within approved authority
• Keep the EVP Chief Operations Officer informed of material issues significant fraud events emerging risks service deficiencies and corrective actions
• Complete assigned projects and other duties as requested

Supervision of Personnel

VP Call Center Manager AVP Fraud Operations Manager Indirect oversight of Customer Support Representatives and Fraud Operations Specialists

Working Conditions

This position is performed primarily in a regular office environment Fully remote may be considered The incumbent is expected to work Monday through Friday primarily at the Maitland location; occasional evening or weekend work may be required to support business needs significant events or service interruptions Flexibility with work location and hours may be granted if circumstances permit

Travel

Occasional travel may be required

Qualifications Summary

Education Bachelors degree in Business Administration Finance Operations Risk Management or a related field preferred Equivalent directly relevant experience may be considered

Experience

• Minimum of 8 years of progressively responsible experience in banking operations customer contact center management fraud operations payments or a related financial services function
• Minimum of 5 years of leadership experience managing managers supervisors or multi functional operational teams
• Demonstrated experience with customer service operations workforce and performance management complaint escalation fraud prevention claims or dispute operations and operational controls
• Experience managing vendors technology enabled operations complex projects and executive level reporting
• Experience operating in a regulated financial institution and supporting audits examinations risk assessments or control reviews
• Relevant certifications in fraud risk operations or contact center management are preferred

Knowledge and Skills

• Strong knowledge of bank products customer service operations payment channels fraud risks claims and disputes and related operational and accounting controls
• Working knowledge of applicable banking regulations payment network requirements consumer protection expectations and recordkeeping obligations relevant to assigned functions
• Demonstrated ability to lead through managers develop high performing teams establish accountability and manage change
• Strong analytical critical thinking problem solving and decision making skills with the ability to translate data into actionable business recommendations
• Excellent written verbal presentation and interpersonal communication skills including the ability to communicate effectively with customers employees vendors regulators and executive management
• Ability to balance customer experience operational efficiency fraud risk regulatory requirements and business priorities
• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines
• Proficiency with Microsoft Outlook Word Excel PowerPoint and operational reporting tools; familiarity with contact center workforce management case management fraud and digital banking platforms preferred
• High degree of integrity sound judgment discretion adaptability and accountability

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job Duties responsibilities and activities may change at any time with or without notice Reasonable accommodations may be made to enable individuals with disabilities to perform these tasks If you need an accommodation please contact us at hraxiombankingcom

Axiom Bank does not discriminate in employment opportunities or practices on the basis of any protected status It is the policy of Axiom Bank to conduct background credit reference and drug screening tests as a condition of employment Drug Free Workplace EOEAAMinority Female Disabled Veteran

Axiom Bank is not seeking assistance or accepting unsolicited resumes from search firms for employment or contractor opportunities Any resumes submitted without a valid contract will be considered the sole property of Axiom Bank and no fee will be paid