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Retail Claims - Division Leader

Req #: 170111114
Location: Columbus, OH, US
Job Category: Operations
Job Description:
The Retail Claims team is a part of the greater Retail Operations function within Consumer & Community Banking. Retail Claims assists customers with the handling of fraud or non-fraud disputed transactions on Retail products such as Debit Card, ATM, ACH, Checks and  The goal of the department is to return funds back to the customer as soon as possible given procedural and regulatory requirements.
We are looking for a Division Leader for our Phone Escalations Team .  Individuals applying should have a passion for people and managing large teams.  Successful candidates will also possess these Key  Competencies: 
Leadership Skills:
  • Develop and lead team of approximately 8 front line managers (Managers lead teams of approx. 16, so around 125 total staff)
  • Lead by example and coach on key behaviors to drive results
  • Responsible for performance management to defined metrics (Average Handle Time, Quality, Customer Satisfaction, etc)
  • Select, retain and promote key talent
  • Ability to manage and delegate deliverables on a daily, weekly, monthly basis
  • Identify ways to support inclusion and diversity
Customer Focus:
  • Resolve employee and escalated customer problems and inquires
  • Work closely with the Executive Office and Legal teams to handle high urgency cases
  • Customer focused - Operates with urgency and meet deadlines
Communication Skills
  • Strong verbal and written communication
  • Ability to influence internal and external business partners
  • Relationship management focus
Problem Solving Skills
  • Ability to balance financial, reputational, regulatory and procedural risk
  • Strong conflict resolution skills
  • Strong operations business knowledge, call center leadership experience a plus
Analytical Skills
  • Ability to lead the execution of a business strategy
  • Ability to analyzes data and suggest improvements from findings
  • Understanding of all applicable regulatory and department practices and procedures
  • Drive accountability of audit focused metrics
  • Work as a business Subject Matter Expert on Audit and project engagements
Work schedules vary and could include being “on call”  during evenings and on the weekends
All applicants must meet the following minimum Requirements:
  • TENURE: At least 12 months in current job and process.
  • PERFORMANCE RATING: Latest Performance Management Central (PMC) rating of Meets Expectations.
  • CORRECTIVE ACTION: Not within or under the prescriptive period for suspension.
  • PERFORMANCE IMPROVEMENT PLAN: Not under any Performance Improvement Plan (PIP).
Other Desired Qualifications
  • At least 5 years of management experience managing large teams is preferred
  • Must be willing to work in an environment that requires phone-based customer interaction
  • Have previous experience with either financial services products or customer service industry experience
  • Advanced proficiency with computer functions with MS office suite strongly preferred
Bachelor’s Degree preferred
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