Job description
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Job Summary
The Account Protection Department, commonly referred to as the Fraud Department, is the area of the business that manages fraud reporting, investigation and resolution related to consumer complaints and disputes of fraudulent activity on PLCC and Co-brand credit card accounts. The Account Protection Supervisor is responsible for oversight of specific functional day to day fraud operations. This may include managing the people and processes related to department performance metrics, delivery of high performance, and providing insight and direction in a dynamic work environment. There is a strong focus on flawless execution of all compliance and regulatory requirements and a goal to meet/exceed loss plan and operating expense plan. It is the supervisor’s responsibility to assure team, individual, and department goals are met in the areas of accuracy, quality, productivity, and fraud losses.
The supervisor role is responsible for the day to day operations of a specialized group of fraud specialists. This may include managing the people and processes related to department performance metrics, delivery of high performance, and providing insight and direction in a dynamic work environment. There is a strong focus on flawless execution of all compliance and regulatory requirements and a goal to meet/exceed loss plan and operating expense plan. It is the supervisor’s responsibility to assure team, individual, and department goals are met in the areas of accuracy, quality, productivity, and fraud losses.
Job Description
Essential Job Functions
Coaching- Develop associates by demonstrating outstanding verbal and written communication skills to encourage and enhance associate performance. The supervisor cultivates an environment that encourages personal growth, development, open communication, teamwork and associate engagement.
Create High Performing Teams - Motivate associates to improve performance by developing and implementing innovative recognition ideas. Write and administer effective performance appraisals. Assures the consistent delivery of results against key metrics. Ensure accountability by executing corrective action, as needed.
Managing Workforce– Work independently to manage daily operations and performance of team. May establish and maintain relationships with relevant client representatives and / or internal partners. Conducts and attends communication meetings. Conduct interviews and recommends talented candidates to maintain a dedicated, high performing workforce. Perform trend and link analysis to detect fraudulent patterns and trends. Develop solutions to identify emerging fraud trends. Participate in special projects and task forces outside of normal responsibilities. Utilizes knowledge of Microsoft Office Suite tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
Call Quality- Demonstrates the ability to exercise good judgment and acting as an associate advocate. Facilitates decision making in ambiguous areas and is capable of thinking abstractly when appropriate. Evaluate and coach to call quality, accuracy and productivity to meet/exceed departmental standards. Development and implementation of new approaches/procedures to effect continual improvements in the efficiency and effectiveness of the department.
Compliance- Supports and champions organizational change initiatives. Completing floor responsibilities such as monitoring TSF, productivity and compliance standards. Resolves escalated issues from associates, customers and internal/external partners. Foster development of effective working relationships with internal and external partners. Create/update policies and procedures related to fraud prevention to improve efficiency.
Reports to: Department Manager
Working Conditions/ Physical Requirements: Call Center environment
Direct Reports: 16 to 20
Minimum Qualifications:
High School Diploma or GED or equivalent education
Six months or more Leading people, coaching and driving performance
Salary Range:
$51,400.00 - $122,500.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates receive 80 hours of Paid Sick and Safety Time per calendar year at the beginning of each year and is prorated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.
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About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 6,000+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at
TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
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