Consumer Affairs & Fraud Insights Manager - VP

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

Under broad guidance, manage the Enterprise Wide We Care Complaint Management and Fraud Investigation teams in Customer Care. This includes direct oversight of the Associated Bank's Consumer Affairs - We Care team and the We Care Fraud Investigation team. Interface with Compliance, Risk, Audit, Legal, Regulatory Examiners and Third Party partners including all lines of business and Associated Bank affiliates. Direct and manage the Pindrop fraud investigation platform including day to day operation, application evaluation to maximize results, and reporting trends and results. And additionally serve as a liaison to the Corporate Security, Corporate Legal and Fraud Detection teams. Provide oversight and direction for Customer Care and We Care for regulatory and audit exams, operational loss and risk reporting. Provide oversight related to problem and issue resolution within Customer Care. This position is a high level leadership role within Customer Care supporting business strategy.

Due to work requirements, candidates must be located within 30 miles of Green Bay, or Stevens Point, WI.

We invite you to view the opportunity below.

As a Consumer Affairs & Fraud Insights Manager, you will:

• Direct, design and implement processes and procedures for responding to complaints and inquiries received from regulatory agencies like the CFPB, OCC, Attorney General's Office, Better Business Bureau, State Banking Commission, etc. on behalf of the Company. Resolve and respond to Office of the President and other executive level complaints. Collaborate with business leaders, Officers, Legal, Operations, and Compliance as needed. Read, interpret, obtain clarifications from Legal/Compliance areas, and enforce compliance with policies and procedures pertaining to all applicable laws and regulations. Formulate resolutions that provide customer satisfaction as often as possible while protecting the interests and reputation of the Bank. Responsible for assigning risk levels, tracking and reporting of all customer complaints received by the Company across all business lines.
• Manage the Pindrop Fraud Investigation platform to realize and deliver the business case and protect customers and the bank from financial loss and risk. Work directly with the Pindrop team to continually evaluate and fine tune the platform to adjust for fraud trends and changes in operational risk. Direct, implement and operationalize new functionality as it becomes available. Subject matter expert and direct liaison with others lines of business as they implement the application. Responsible for reporting results through multiple channels and on demand.
• Provide overall direction to the We Care Consumer Affairs Team and Fraud Team. Responsible for all interviewing, hiring, and training of team members including daily performance management with monthly one on ones to review scorecard results. Lead teams to meet and exceed established goals. Develop and foster strong engagement culture and customer advocacy environment.
• Direct, design and implement processes and procedures for We Care Fraud Investigation team responding to and investigating Pindrop cases and suspected fraud referrals from Customer Care department. Collaborate with business leaders, Retail Payments Fraud Prevention, Legal, Operations, and Financial Intelligence Department as needed. Responsible for tracking , trending and reporting all referrals received by the team.
• Analyze and resolve complex customer issues, overriding policy when necessary to ensure customer satisfaction while still limiting exposure to the Company. Provide technical support and guidance on non-routine inquiries to other Customer Care center colleagues, teams, and customers concerning products, procedures, and systems.
• Responsible for attracting, hiring, training and developing talent. Provide honest, helpful and timely feedback to colleagues on their performance. Convey trust in colleague's competencies to do their jobs. Make accurate evaluations of colleague capabilities and fit. Responsible for handling conflict, employee relations and performance appraisals to include setting meaningful goals and objectives and other human resource related activities.
• Responsible for the centralized evaluation of entitlement reviews providing support and recommendations for contact center systems accesses. Responsible for internal and external audit preparation and execution through responding to audit findings, compliance recommendations and leading the mission control function in the contact center in the event of high risk and/or high volume events involving customers or systems.
• Participate in the development and implementation of department budget, goals, and standards as part of the planning process. Perform within approved budget limits.
• Override fee assessments to customers up to $1,500. Release Reg CC hold up to $10,000.

Education

• Bachelor's Degree or equivalent combination of education and experience. Required
• Master's Degree or equivalent combination of education and experience. Preferred.

Experience

• 5-7 years banking, customer service, financial or sales. Demonstrated ability in providing work direction and leadership. Required
• 2-4 years contact center supervisory. Required
• At least 10 years of contact center manager experience. Preferred.

In addition to core traditional benefits, we take pride in offering benefits for every stage of life.

• Retirement savings including both 401(k) and Pension plans.

• Paid time off to volunteer in your community.

• Opportunities to connect with others through our diversity-focusedColleague Resource Groups.

• Competitive salaries with professional development and advancement opportunities.

• Bonus benefits including well-being programs and incentives, parental leave,anemployee stock purchase plan, military benefits and much more.

• Personal banking, loan, investmentand insurance benefits.

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success. See why our colleagues continually vote us a best place to work in the Midwest.Join our community on,and.

Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible to report ethical concerns as needed to Associated Bank's anonymous Ethics Hotline.

Associated Bank provides additional assistance to individuals with disabilities throughout the application & interview process. Please contactif you need an accommodation at any time during the interview process.

Associated Banc-Corp is an Affirmative Action and. Associated Banc-Corp participates in the E-Verify Program. E-Verify Notice. Know Your Right to Workor.

Associated Bank iscompliant.