**This role is hybrid and will require 2-3 days in the office per week. Must be able to work some holidays.
Come join the Intuit Risk Operations team as a Risk Operations Customer Contact Center Team Lead! This team operates on the front lines answering calls, providing exceptional customer service to customers impacted by a risk action. The team is responsible for using extensive research, analysis, and customer empathy to set appropriate guardrails and drive decisions that significantly impact both our customers and Intuit.
We are seeking a highly skilled and engaged individual with a passion for taking ownership and resolving issues on the first contact. Utilizing strong decision making and customer service skills along with training and coaching others.
- Experience in risk mitigation (3-5 years preferred) with the ability to identify fraud behaviors and signs of risky financial transactions or accounts
- A minimum of 3 years of proven experience in a customer service position
- Excellent research and investigative skills
- Ability to partner and work seamlessly across the team to effectively document and share problems, opportunities, and solutions
- Excellent communication skills
- Demonstrates continuous process improvement mindset
- Working knowledge of Microsoft Office suite (Word, Excel, PowerPoint) and Google Suite
- Applies defined procedures to independently investigate, analyze, and resolve the most complex risk cases across all phases of the customer lifecycle. This includes but is not limited to Underwriting, Transaction Risk, Collections, Chargebacks, and Compliance.
- Responsible for the daily allocation of the team’s case work to ensure all SLAs are met
- Acts as a direct link between employees and management
- Provides training and coaching opportunities to the business unit and and beyond as needed
- Provides empathetic, accurate, and efficient resolutions to the most complex and escalated customers
- Evaluate effectiveness of existing procedures and training materials, and identify and prioritize improvement opportunities
- Proactively reviews dashboards and reports to identify trends and raise any issues to management
- Root causes of defects identified, documented, and resolved through appropriate channels
- Leads small-to-medium sized cross functional projects with a high level of quality and minimal oversight
- Shares best practices and ideas on fraud prevention techniques
- Handles questions or escalations on suspected fraud or financial risk from other business units
- May support manager with conducting interviews
- Partners across the business to improve the customer experience
- Provide feedback on new tool features, product offerings, policy or compliance initiatives
