Senior Manager, Payments Contact Center;

Senior Manager, Payments Contact Center;

  • Location BENTONVILLE, AR
  • Department Accounting & Finance
  • Team Finance and Corporate Strategy
  • Employment Type Full Time
  • Position Salary
  • Requisition 828691BR

What you'll do

  • Communicates departmental goals, objectives and operations by communicating with internal and external teams; leading meetings; and providing reports to senior leadership.
  • Leads team operations and planning by setting production quotas and directing management team to meet goals; delegating responsibilities, projects and resources to meet changing needs; collaborating with cross-functional teams (for example, Corporate Finance, Transportation, Compliance) to ensure alignment of team activities; reviewing schedules of management team; and balancing varying workloads and anticipated growth of the business with departmental resources.
  • Drives the execution of multiple business plans and projects for Finance Operations and Fraud Review by identifying customer and operational needs; developing and communicating business plans and priorities; removing barriers and obstacles that impact performance; providing resources; identifying performance standards; measuring progress and adjusting performance accordingly; developing contingency plans; and demonstrating adaptability and supporting continuous learning.
  • Monitors and responds to online retailing business changes and growth by researching current and emerging industry trends in payment processing and fraud detection for online retail business; communicating with third-party service providers to stay current on new technologies and services; creating business case to pursue new technologies or business tools; and driving internal process restructuring to meet changing needs.
  • Drives direction on departmental projects by overseeing initiatives in developmental stages; staying informed of project status and changes; collaborating with cross-functional teams to drive initiatives; aligning project goals and direction with overall strategic initiatives; participating in Joint Application Design (JAD) sessions with cross-functional teams that are designing new company initiatives or programs; and reviewing impact of programs on existing programs and operations.
  • Leads fraud prevention activities by reviewing emerging trends and taking action to limit risk to the company; communicating with payment providers (for example, credit card vendors) regarding service levels and expectations; minimizing fraud and chargebacks; communicating with third-party service providers regarding volume forecasts, service levels and fraud trends to collaborate on fraud prevention; ensuring shopping cards sold online and bulk orders for corporate customers are reviewed, fulfilled and activated with proper controls to prevent losses; and ensuring Payment Card Industry (PCI) compliance.
  • Provides supervision and development opportunities for associates by selecting and training; mentoring; assigning duties; building a team-based work environment; establishing performance expectations and conducting regular performance evaluations; providing recognition and rewards; coaching for success and improvement; and ensuring diversity awareness.
  • Promotes and supports company policies, procedures, mission, values, and standards of ethics and integrity by training and providing direction to others in their use and application; ensuring compliance with them; and utilizing and supporting the Open Door Policy.
  • Ensures business needs are being met by evaluating the ongoing effectiveness of current plans, programs, and initiatives; consulting with business partners, managers, co-workers, or other key stakeholders; soliciting, evaluating, and applying suggestions for improving efficiency and cost effectiveness; and participating in and supporting community outreach events.

Minimum Qualifications

  • Bachelor s degree in Business, or related field and 2 years experience in fraud prevention, customer service, or related field OR 5 years experience in fraud prevention, customer service, or related field.

Preferred Qualifications

  • 4 years experience in customer service, contact center, payments or related field.

Hello, NW Arkansas

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All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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