Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Intuit’s Small Business and Self-Employed Group (SBSEG) is committed to creating tools and services that dramatically increase a Small Business' ability to manage their cash flow. The Risk Operations team supports SBSEG by protecting Intuit and our Small Business Customers from financial losses resulting from fraud or credit risk.

Join Intuit's Risk Operations Payment Team as a Front-line Manager of our Risk Operations Customer Contact Center. Our goal is to provide high-value, customer-focused payment support at the time of need for our customers through first call resolution. This role will lead a team of Payment Experts through people management methodologies and requires strong people skills and analytical abilities to manage and set expectations for performance.

Responsibilities

You will be responsible for overseeing the daily operations of the customer service team. Support Representatives to achieve a high level of quality and customer experience.

Supervising the daily operations of the customer service department
Leading, hiring, and training customer service team members to deliver excellent service standards
Interacting with customers and handling customer queries and complaints in a timely manner
Conduct regularly scheduled 1:1s, documentation coaching and performance improvement plans
Analyzing customer feedback and service data to identify trends and areas for improvement
Motivating and fostering a supportive and collaborative team environment to maintain high levels of morale and engagement

The ideal candidate will have a background in fraud investigation, risk management, and operating in a regulated environment necessary for large-scale money movement.

Leadership: Manage a team of front-line fraud agents to achieve business goals and effectively manage customer c compliance, fraud, credit, and reputational risk. Coach, develop, and mentor. Develop high performing teams by understanding and facilitating team dynamics, recognizing, and developing great talent, recommending and implementing process improvements, and ensuring you have an engaged team. Always lead by example.
Customer: Monitor customer experience to identify and drive improvements in processes and systems leading to better customer outcomes. Serve as an escalation point on complex customer issues to ensure empathetic, accurate, fair, and efficient resolutions while containing risk.
Operations: Ensure productivity and service level KPIs are met. Actively monitor, analyze, and report on the effectiveness of your team's performance.
Collaboration: Serve as a liaison for your team. Collaborate with leaders across the organization to learn about new risks, capitalize on new opportunities, remove roadblocks, and ensure effective execution to meet all KPIs.

Qualifications

A minimum of 5 years of proven experience in a customer service position
2-3 years managing a high performing team in a fintech, payment processing, lending, or online banking operations organization, with direct experience in customer contact resolution
Excellent leadership and interpersonal skills
Track record of identifying and developing exceptional talent to build high performing, highly engaged teams
Excellent communication skills, including business writing and presentations. Uses data to create and tell a story that motivates, inspires, and ultimately galvanizes others to create and then implement innovative, and best in class improvements
Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels
Collaborative, reliable, highly analytical partner with an ability to make data-driven decisions and to translate identified opportunities into actionable plans. Demonstrated ability to expertly lead cross functional projects, and to guide the organization through change
Possess a bias for action and will ensure smart plans are in place to keep all KPIs in the green
Advanced computer/ Internet navigation skills to use a variety of proprietary systems, investigative programs, and operate CRMs quickly and effectively
Possesses a high level of intellectual curiosity focused on identifying the root cause of problems to generate results and exhibiting the highest personal and professional standards of integrity and ethics
Strong expertise, including any of the following areas: fintech, payments, lending, or banking
Role will require coming into the office 2-3 times a week and working from home the remaining days